Complaints Policy and Procedure

We try to provide an efficient and reliable service at all times. Regrettably, from time to time, things may go wrong. We welcome your comments so that we can improve our service. We operate a practice complaints procedure as part of an NHS system for dealing with complaints.

The overall Complaints Manager is Mr Julian DaSilva (who is also the Deputy Practice Manager). He will investigate any service or administration aspects of a complaint. He is also responsible for managing and monitoring our complaints process. Dr Alison Maycock is the GP Partner Complaints Lead and she will investigate any clinical aspects of a complaint.

Please note that the complaints process is not the appropriate pathway for managing clinical issues. For any urgent clinical matters please submit an e-Consult via our website or call the practice.

How To Complain

You can complain by asking to speak with our Complaints Manager, by writing to him at the practice address or by using our secure online form. He will help you through the process and relevant procedures.

Ordinarily, complaints should be made within 12 months of an incident happening so the investigation is as effective as possible.

Oral Complaints

We would hope to resolve most complaints informally within the Practice. If you make an oral complaint and the matter is resolved to your satisfaction no later than the next working day, then it is not subject to the regulations and the matter will be treated as closed. We will always use the feedback we receive to improve.

If you make an oral complaint which cannot be resolved by the next working day, it will be subject to the complaints regulations and will be recorded in the Practice Complaints Register. We will then write to you in acknowledgement, with an outline of your complaint.

Written Complaints

We aim to acknowledge a written complaint within three working days.

Under the Regulations, (see below) we are required to provide a written response as soon as reasonably practicable after completing the investigation. This is usually within 28 days from the date we acknowledged your complaint. If the investigation has been delayed, we will keep you informed of the reasons and will update you on progress.

The written response will include an explanation of how the complaint was considered, any conclusions reached, an indication of any specific remedial action needed, plans to implement actions and actions already taken.

Complaining directly to the Buckinghamshire Oxfordshire and Berkshire West Integrated Care Board

If you do not want to contact the practice directly about your complaint or you are unsure what to do or who to contact, please get in touch with the Complaints Team at NHS Buckinghamshire, Oxfordshire and Berkshire West ICB (BOB ICB) using the details below:

• Phone: 0118 982 2720
• Email: bobicb.palscomplaints@nhs.net
• Post: BOB ICB Unipart House, Garsington Road, Cowley, OX4 2PG

BOB ICB will forward the complaint to us and we will write to you acknowledging your complaint withing 3 working days following receipt of the request from BOB.

Complaining On Behalf Of Someone Else

If you are complaining on behalf of another patient, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

If You Are Dissatisfied With The Practice Procedure

We hope you will use our practice complaints procedure in the first instance. We believe this gives the best chance of putting right whatever has gone wrong, and gives us the best opportunity of improving the practice.

Our Procedure complies with the local Authority Social Services and National Health Service Complaints (England) Regulations 2009 (SI 2009/309) which came into force on 1st April 2009.

If you are not satisfied with the way we have dealt with your complaint, you can contact the Health Service Ombudsman:

Their address is: 3300 Daresbury Park, Daresbury, Warrington, WA4 4HS. You can phone them on 0330 440 1614, or contact them via their website.

Other NHS Resources

If you wish to find out more about health service regulations, you can contact the Care Quality Commission the NHS regulatory body responsible for setting the minimum standards of compliance. Their contact details are available on their website

You may wish to contact The Patients Advice and Liaison Service (PALS) which is based at the CCG (see above)

A leaflet about the National Health Service Executive Ombudsman can be obtained by telephoning the Health Literature Line on 0800 555777. Leaflets are available in a variety of languages