We welcome constructive feedback - good and bad
If you have a comment, or a complaint, or are pleased about the service you have received from the doctors or any of the staff working in this practice, please let us know. We discuss feedback regularly and try to learn from your experiences.
We always try to give you the best services possible, but there may be times when you feel that this has not happened. This leaflet explains what to do if you have a complaint about the services we provide for you. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. Our practice complaints procedure is part of a NHS system for dealing with complaints and meets national criteria.
We cannot deal with questions of legal liability or compensation through our complaints procedure. We hope you will use it to allow us to look into, and if necessary, put right any problems you have identified or mistakes that have been made.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.
Complaints should be addressed to Mrs Catherine Simonini, Practice Manager. Alternatively you may ask for an appointment with her in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint and will look into the matters that you raise with us, where possible within two weeks. We shall then be in a position to offer you an explanation, or a meeting with the people involved. If for any reason we need to take a little longer, we will keep you informed. When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem doesn't happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so before we can discuss his or her care. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Alternative method of complaint
You can take your complaint to NHS England, the body which commissions GP services. NHS England will then manage your complaint for you. They can be contacted at:
Phone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Email: England.firstname.lastname@example.org (Please state: ‘For the attention of the complaints team’ in the subject line)
Other sources of help and advice
Patient Advice and Liaison Service Independent Complaints Advocacy Service
Oxfordshire Primary Care Trust, Kingfisher exchange
Jubilee House, 3rd floor
5510 John Smith Drive, Kingfisher house
Oxford Business Park South, Walton Street
Oxford OX4 2LH. HP21 7AY
Freephone: 0800 0526088 Telephone: 01296 468170
If you remain unsatisfied
If you feel that your complaint has not been dealt with properly, you can ask the Healthcare Commission for an Independent Review of your case:
FREEPOST NAT 18958
Complaints Investigation Team
Manchester, M1 9XZ
Telephone: 0845 601 3012
If you still remain unhappy you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of both the NHS and Government and can be contacted at:
The Health Service Ombudsman
Millbank, London SW1P 4QP
Telephone: 0845 015 4033