Contact the practice

Heathway Medical Centre

Broad Street Resource Centre
Morland Road
Dagenham
RM10 9HU

Telephone: 02085 921771

Out of Hours: 111

Contact us online

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Opening Times

Monday8:00am to 6:30pm
Tuesday8:00am to 6:30pm
Wednesday8:00am to 6:30pm
Thursday8:00am to 6:30pm
Friday8:00am to 6:30pm
SaturdayClosed
SundayClosed

If you need help when we are closed

If you need medical help now, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

If you feel unwell or have a minor injury, your local pharmacy can also offer advice and some medicines. Many pharmacies are open late and at the weekends, and you do not need an appointment to be seen Find Local Pharmacy

Physical accessibility

Our GP practice offers full accessibility with step-free access throughout, ensuring easy navigation for all, including those with mobility challenges. We provide well-equipped, accessible toilets, maintaining a comfortable and accessible environment for every patient.

How to make a complaint

We accept as practice that we will not always get it right. Your feedback is crucial to us – it helps us grow and improve. We sincerely welcome and value all patient feedback, both positive and negative, and promise to be honest and open in addressing any concerns.

We take feedback and complaints very seriously and do our best to use the information to improve the services we provide. You should be treated with courtesy and respect at all times by our staff and making a comment or complaints about services will not prejudice the care that you or your relatives are given.

 

TO MAKE A COMPLAINT, GIVE FEEDBACK OR SUGESTION YOU CAN

  • Contact us via email with the Subject line FAO Practice Manager.  EMAIL: heathwaymedicalcentre@nhs.net
  • Fill in this Form
  • Written Form: please use a complaint form available at our reception or send us your concerns in writing.
  • Via Postal Mail: Address your letter to the Heathway Medical Centre Practice Manager (address at the top of the page). This is suitable for those who prefer traditional mail.
  • Verbally: Please speak directly to our staff if you cannot submit a written complaint or prefer verbal communication. They will assist you in documenting your concerns in writing.

WHO CAN PROVIDE FEEDBACK AND/OR COMPLAINT

  • A Patient
  • Someone acting on behalf of the patient with their written consent
  • Or by the Parent/Guardian with parental rights if it is regarding child under 18 years old.
  • Anyone affected by the actions of an NHS body

WHAT CAN'T BE DEALT WITH IN THIS PROCESS?

  • Complaints about privately funded healthcare
  • A matter that has already been investigated
  • Matters relating to the Freedom of Information Act or the Data Protection Act
  • A matter that may compromise any legal proceedings or police investigation
  • A complaint made by a health organisation about another health organisation
  • Complaints about employment or contractual issues with the NHS

WHEN TO COMPLAINT
Make your complaint as soon as possible, while memories are still fresh. Usually we will only deal with complaints made within 12 months of the event you are complaining about or within 12 months of finding out that you had something to complain about. This time limit may be waived if there are good reasons why you were not able to complain earlier and if it is still possible to carry out an effective investigation.
WHAT TO INCLUDE WHEN MAKING A COMPLAINT

  • Your name, address, e-mail (if possible) and telephone number
  • The full name, address, e-mail (if possible) and telephone number of the patient concerned
  • If you are not the patient, written permission from the patient for you to take up the complaint on their behalf (a signature on the letter is acceptable)
  • A summary of what happened with the dates if possible
  • A list of questions that you would like answered
  • What you want to happen as a result of your complaint
  • Permission for us to copy the complaint to the people who need to take part in the investigation

WHAT WILL HAPPEN NEXT?

We will investigate your complaint as quickly and effectively as possible. We will acknowledge receipt of your response within three working days of receiving your complaint. We will keep you informed about the process of our investigation. When we have completed our investigation we will let you know our findings and any improvements that have already been made or will be made as a result of your complaint.

We hope that we can resolve your complaint at this stage. If you are not satisfied, contact us and we will discuss with you what else we might be able to do. If you continue to be unhappy with the outcome of your complaint, you can ask the Health Service Ombudsman to review your complaint.

WHO CAN HELP YOU MAKE A COMPLAINT

seAP (Support, Empower, Advocate, Promote) is an independent charity that specialises in the provision of advocacy and related services. One service they is IHCA (Independent Health Complaints Advocacy). IHCA will provide you with a Self Help Information Pack to help you make a complaint about your care or treatment using the NHS Complaints Procedure. You can choose to make your complaint with, or without, the support of an advocate. Your decision may depend on how confident you feel about starting the complaints process and the complexity of your case.

You can contact IHCA at the address below:

seAp Hastings
PO Box 375
Hastings
East Sussex
TN34 9HU

Telephone: 0330 440 9000
E-mail: info@seap.org.uk
Website: http://www.seap.org.uk/