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 and Feedback

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 what a complaint is and when to use the formal complaints process.

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 or submit an review online.

Official Complaint vs Leaving Feedback

Feedback is when you share your thoughts about the service you received. It is a way to tell us what went well or what could be better. Feedback helps us understand your experience and allows us to improve our services.

A formal complaint is a serious process. When someone makes a complaint, the practice must carry out a full check of what happened. This includes looking at the steps taken, speaking to the people involved, and making sure practice protocols were followed. It is an official investigation.

Before Making a Formal Complaint

If you are unhappy with the care or advice you received from a GP, it is best to talk to the GP first. You can also speak to another GP if you would like a second opinion. Many problems can be sorted out quickly by talking together.

Click here to Leave Feedback

When to Use the Formal Complaints Process

You should use the formal complaints process when you want the practice to carry out a full, official investigation. This is different from giving feedback or saying you were unhappy with something. A formal complaint means investigating in depth, the full audit of events of what happened and what protocols were not followed to present patient risk.

If you feel your concern has involved not following protocols causing a clinical risk needs and requires this level of review, you can make a formal complaint using the steps below.

How to make a complaint about an NHS service

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 which will be sent directly to the practice manager, 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

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.