Contact the practice

Acorn Group Practice

29-35 Holly Road
Twickenham
TW1 4EA

Out of Hours: 111

Email: swlicb.acorngrouppractice@nhs.net

Opening Times

Monday	8:00am to 6:30pm
Tuesday	8:00am to 6:30pm
Wednesday	8:00am to 6:30pm
Thursday	8:00am to 6:30pm
Friday	8:00am to 6:30pm
Saturday	Closed
Sunday	Closed

If you need help when we are closed

If you need medical help when the Practice is closed, please call NHS 111.

Physical accessibility

There is a lift to the first floor and electronic doors at the main entrance.

For the hard of hearing we have an Induction Loop at reception.

For the visually impaired and hard of hearing we welcome guide dogs.

Complaints

We very much hope that you never have the need to make a complaint, however we all know that things don’t always go to plan. Please find below details of your right to complain and how to do so.
You have the right to make a complaint about any aspect of NHS care, treatment or service and this is firmly written into the NHS Constitution.

We encourage feedback as it’s useful to improve services. If you wish to share your views and experiences, positive or negative, simply speak with a member of staff. Often, many issues can be resolved by speaking with staff and it’s often worthwhile discussing your concerns early on in order to avoid an official complaint.

How to give feedback or make a complaint about an NHS service

Everyone who provides an NHS service in England has their own complaints procedure, We ask that if you would like to make a formal complaint directly to the practice manager please use the form provided at the end of this page.

There are two ways you can complain about NHS services:

Directly with the NHS service provider (e.g. your GP surgery) Please access our Practice complaints form in the following, or
Directly to the Commissioner of the service (e.g. South West London Integrated Care Board (SWLICB):

SWLICB Contact details:

Telephone: 0800 026 6082
Email: contactus@swlondon.nhs.uk
Postal address: NHS South West London,
120 the Broadway, Wimbledon, London SW19 1RH

You cannot complain to both.

Once your complaint has been received, the Practice must carry out a full investigation and provide you with a full written response. The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

If you are unhappy with the local resolution from either your GP surgery, or the Commissioner, you can complain to the Parliamentary and Health Services Ombudsman (PHSO) NHS complaints in England.

For further advice on making a complaint /providing feedback, please see the link below:

NHS England - Feedback and complaints about NHS services