HOW TO MAKE A COMPLAINT – Information for patients
1. How to make a complaint or raise a concern:
Deddington Health Centre encourages its patients to make a complaint or raise a concern. This leaflet has been produced to assist patients to do so. If you wish to raise a concern or make a complaint, you can:
- Ask to speak confidentially to the Practice Manager or GP Services Manager
- Email us at firstname.lastname@example.org and mark your complaint for the attention of the Practice Manager
- Request a complaints form from one of our members of Patient Services (please request assistance if you require any support completing the form or require the use of a translator)
If you want to complain to someone outside the Practice about an issue you are having at Deddington Health Centre, you can contact:
- Patient Advice and Liaison Services (PALS) Horton Hospital, Banbury – Tel 01295 229259
John Radcliffe Hospital, Oxford – Tel 01865 221473
- SEAP Oxfordshire Advocacy (who provide independent advocacy services to help resolve issues or concerns you may have about your health and well-being or your health and social care services) Tel: 0300 343 5718
- NHS England
PO Box 16738
Email England.email@example.com (state “For the attention of complaints” in subject line)
Tel 0300 311 22 33
If your complaint cannot be resolved by any of the above, you may contact:
- The Parliamentary and Health Service Ombudsman
Tel 0345 015 4033
2. What will we do when handling your complaint?
- If you send us a complaint in writing we will write back to you within 3 working days to acknowledge receipt of your complaint. Any written acknowledgement will include the name and contact details of the member of staff who will be investigating the complaint. It may also contain an offer to meet with the you at a time and location convenient to you, to discuss the complaint.
- Your complaint will be treated in the strictest confidence.
- Complaining does not mean you will be discriminated against or be subject to any negative effect on your care or treatment
- Following any meeting or investigation, if the matter can be resolved quickly without further investigation the Practice will do so, providing you agree and there is no risk to others.
- Following any complaint, meeting and investigation the Practice will resolve the complaint within six months.
WE ENCOURAGE PATIENT COMPLAINTS AND FEEDBACK TO HELP US TO IMPROVE THE SERVICE WE PROVIDE TO ALL OUR PATIENTS.