Do you have feedback for us?

Greenbrook Healthcare aims to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have any compliments, comments, concerns or complaints about our service we want to hear about them.

Where possible we would like to reconcile differences immediately and
we would encourage you to speak to whoever you feel most comfortable with – your doctor, nurse, receptionists or a manager.

If you would like to make a formal complaint you have a number of options: to make a verbal complaint to the practice manager, to submit a complaints form in the practice, to use the online form below, or to download (click here to download) and post the form to:

Greenbrook Healthcare
Complaints
Chinchilla Centre for Health
Chinchilla Drive
Hounslow
TW4 7NT

In all cases complaints will be dealt with as swiftly and as fairly as possible. On receipt of a written complaint, or if a verbal complaint needs to be dealt with formally, the practice manager will write a letter to you as soon as possible, advising that the complaint is being treated under the Greenbrook´s complaints´ procedure and that a formal reply from a senior doctor, who is not directly involved, will be sent to you within one week. If you wish to make a complaint anonymously, we will still investigate, but will not be able to feed back to you.

If resolution is difficult or impossible then you may escalate the process by contacting the Primary Care Trust Patient Advice Liaison Service (PALS).

Hounslow PALS Service: 020 8630 3217
Surrey PALS Service: 01932 722 405

Online complaints form:

All fields with an asterisk (*) must be completed.
Date of incident/event*
Name of surgery*
Name of patient*
Address of patient
Telephone of patient
Patient's date of birth* (to ensure we have the right person)
Details of person making complaint (if different from patient)
Complainant name
Complainant address
Complainant telephone
Relationship to patient
Please note, if the person making the complaint is not the patient, we will require signed consent from the patient to take this forward on their behalf. If this is the case, when we have received this form, we will send you an acknowledgement letter and a consent form to be signed by the patient.
Please provide an account of the incident(s) leading to the complaint being made*
State the areas you would like investigated*
What outcome do you wish from this complaint*