Wroughton Health Centre

Station House Surgery

Complaints

Please write your complaints to [email protected]

Include the word “Complaint” in your subject line for us to properly process your e-mail.

 

RIDGEWAY VIEW FAMILY PRACTICE COMPLAINTS POLICY FOR PATIENTS

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system

Image Showing CQC Report Results. In the following factors, our results were - Safety: Requires Improvement - Effective: Requires Improvement - Caring:  Good - Responsive: Good - Well-led: Requires Improvement
                      Our current CQC Report is due to be updated soon

HOW TO COMPLAIN

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

You should address your complaint in writing to the Patient Services Manager. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. Complaints may be received in writing or via email to [email protected]


COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of a patient, you must have their permission to do so. An authority signed by the person concerned will be required unless they are incapable (because of illness or infirmity) of providing this.


WHAT WE WILL DO

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 28 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a communication from us informing you of the result of any practice investigations.


DO YOU NEED HELP OR SUPPORT TO MAKE YOUR COMPLAINT?

If you would like help or support in making your complaint you might like to ask someone in your family or a friend to help you.  We would welcome a family member or a friend attending with you to make your complaint, or if you are making your complaint in writing, they may be able to help you put your points together.

* Please note the practice must ensure strict adherence to the rule of medical confidentiality.  We therefore cannot provide confidential information without appropriate authority if you are not the patient in question.


TAKING IT FURTHER

If you remain dissatisfied with the outcome you may refer the matter to:

Patients may also use the services of (PALS) Patient Advice and Liaison Service telephone: 0300 2008844 or [email protected]

PALS is a service working for patients, carers and their families. It is designed to improve the patient’s experience.  PALS works with you to help you get the best out of your NHS.

The complaints officer is responsible for:

  • Ensuring all complaints are concluded
  • Action points and learning outcomes are implemented
  • The annual complaints review takes place and relevant reports are submitted

If you require this information in a different format please contact reception

You may also comment on the service direct to the Complaints Officer, who will follow up on any concerns appropriately.

NHS Complaints Guidance

Please refer to the NHS guidance on complaints and the processes to follow by clicking HERE (link will open in new tab)

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: [email protected]

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel 0345 0154033 www.ombudsman.org.uk

 

Date published: 10th October, 2014
Date last updated: 20th April, 2023