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Complaints & Compliments

Information for Patients & Carers 

We value your feedback

Tower Hamlets GP Care Group (THGPCG) welcome feedback from anyone who uses our services. These include Tower Hamlets GP Out of Hours Service, Health Visiting,  School Health & Wellbeing, & Advocacy & Interpreting services.

(For compliments and complaints about GP Practices, please contact your Practice directly - access the websites here)

We are always looking to improve our services to suit patient needs and your comments, praises, complaints and suggestions will help us to do this.

We look forward to hearing from you.

Comments & suggestions

Ways to provide comments or suggestions:

  • Discuss it with any member of staff
  • Contact us in writing
  • Contact Patient Advice and Liason Services (PALS)
  • Via various Tower Hamlets GPCG services surveys you may be asked to complete

Complaints procedure

Anyone who is concerned about their care can make a complaint. If you cannot make the complaint yourself, you can ask a friend or relative to complain on your behalf.

Your complaint will not affect your care in any way.

It is often possible to sort out the complaint by talking to a member of staff. The member of staff will try to resolve the complaint there and then. If they are unable to hlep you or you feel that the complaint has not been settled by talking to the member of staff, you may with to take the complaint further. You can do this by writing to the service lead for the area your complaint relates to.

What to expect:

  • Once we receive the complaint we will send an acknowledgement within three working days
  • We may need to speak to staff and look at your records as part of the investigation. This is completed in confidence and nothing will be recorded in the records about the complaint
  • We may also need to speak to you as part of the investigation.
  • We aim to send a full response to the complaint within 28 days of receiving your letter

Written complaints

When making a written complain please include as much detail as possible.

Things to include:

  • The date of the event
  • Where the event took place
  • Who was involved
  • What happened
  • What went wrong
  • Your own contact details (if you are complaining on behalf of someone else)


Any media:
Complaints Leaflet
Content Title:
 Please post any written comments, complaints and suggestions to:-

Ruth Walters

Director of Quality & Assurance
Tower Hamlets GP Care Group
St Andrews Health Centre
2 Hannaford Walk
E3 3FF

Alternatively, email:



Other Useful Contacts

Patient Advice & Liaison Service (PALS)
Telephone: 0207 566 2325

Independent Health Complaints Advocacy
Helpline: 0203 553 5960


 This is a free, independent service for anyone who wishes to make a complaint.


The Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
Textphone (minicom): 0300 061 4298