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Complaints Policy
Complaints procedure
We always try to give you the highest standard of care and service within the resources available to us. If, however, you feel we have failed you in any way, you have a right to initiate our complaints procedure.
We hope you will use our procedure to tell us what you feel has gone wrong, and allow us the opportunity to put right any problems you have identified, or mistakes that have been made. However, we are not able to deal with the question of legal liability or compensation.
If you wish to make a complaint, please phone, or write to our practice manager, Beth Sergiou. She will take full details of your complaint, and decide how best to undertake the investigation.
A copy of our complaints procedure is available from reception. We think it is important to deal with complaints swiftly.
Any complaint will be acknowledged by letter and an investigation will commence. We aim to report back to you within 10 working days. We hope you will understand that, occasionally, if we make more detailed enquiries, it may take a little longer, but we will keep you informed.
We try to address your concerns fully, provide you with an explanation, and discuss any action that may be needed.
We hope that you will feel satisfied that we have dealt with the matter thoroughly.
Please note that we have a duty of confidentiality to patients, a patient’s written consent is therefore required if a complaint is made on their behalf. If you are not satisfied with the way we have dealt with your complaint, you can ask the Public Service Ombudsman to look into it.
Public Service Ombudsman is an independent body who will investigate complaints about unfair or improper action, or poor service, by UK Government departments, their agencies, and the NHS in England.
Visit the Public Service Ombudsman website for details
If you feel you cannot raise your complaint with us you can contact:
NHS England
Enquires or complaints about hospital or community services should be directed to the equivalent team for the organisations that provide them (locally this will be Buckinghamshire Healthcare NHS Trust, Oxford Health NHS Foundation Trust and South Central Ambulance Service NHS Trust)
Organisation which runs this function for the ICB:
Themes Valley ICB
First Floor
Unipart House
Garsington Road
Cowley
OX4 2PG
Visit the ICB website
Independent Complaints Advocacy Service (ICAS)
If you need help to make a complaint you can contact the local Independent Complaints Advocacy Service (ICAS). This is an independent body set up to represent patients’ interests. ICAS also offers interpreting services to those who require them.
ICAS
Kingfisher Exchange
3rd Floor, Kingfisher House
Walton Street
Aylesbury
HP21 7AY
- Phone: 01296468170
- Contact them via email