Patient feedback

Have your say

As well as being told when we do things well, we know it’s vital to learn if you think we need to do better. We understand the importance of learning from people’s experiences and we welcome all feedback about our Brent out-of-hours (OOH) service. Whether you had a positive experience, or identified an opportunity for us to improve, we want to hear from you.

If you wish to leave feedback you can do this in three ways:

  • by post – Complaints Department, North West London OOH service, Unit 1, The Square, Southall Lane, Southall, Middlesex, UB2 5NH
  • by phone – call 0203 402 1300 where our lines are open Monday to Friday 9am to 5pm.
  • by email –

If you have any queries regarding patient symptoms, appointment times etc, please call NHS 111.


You can complain in writing to us in the post, or by speaking to someone in our organisation.

You should make your complaint within 12 months of the incident, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. Family members, carers, friends, or your local MP can complain on your behalf, with your permission.

Complaints to the commissioner

You may wish to complain to the commissioner of the service; this is the organisation that paid for the service or care you received. If you are unsure which NHS commissioner paid for the service, please contact the service direct, and they will provide you with the relevant information.

Complaining to the commissioner may be the right option if you are not comfortable complaining direct to your healthcare provider, or if you feel this is not appropriate.


As all patients have a right to confidentiality. If a complaint is received from a patient’s relative, carer or friend, the patient will be contacted and asked to sign a consent form. If a patient is under the age of 16, their representative (e.g. parent or guardian) will be asked to sign the consent form. Where a patient lacks capacity to give their consent, or where a patient has passed away, our Quality team will contact the patient’s relative, carer or friend to discuss consent options.