Comments & Complaints
No service is perfect. We certainly are not. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working at the Medical Centre, please let us know. We operate a practice complaints procedure as part of an NHS complaints system, which meets national criteria.
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 help us to establish what happened more easily. In any event, this should be within 12 months of the incident or as soon as the matter first came to your attention.
You should address your complaint to the Complaints manager. She will ensure the most appropriate person deals with your concerns promptly and in the correct way. You should be as specific and concise as possible. You can complain in writing, download a complaint form and email it to firstname.lastname@example.org, or complain verbally.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. A third party consent form will be required unless the patient is incapable (because of illness) to complete this.
Please click here to download a copy of our complaint and third party consent form.
What we do next
We shall acknowledge your complaint within three working days and will investigate the issues raised and respond within 6 weeks. 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 aim to:
- Offer you the option to discuss the way forward either by telephone or in person, ata mutually convenient time.
- Make sure you receive an apology, where this is appropriate;
- Ensure the complaint is properly investigated;
- Identify what we can do to ensure the problem does not happen again;
- You will receive a final letter setting out the result of any practice investigations.
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
Who else can I talk to?
If you prefer, you may raise your complaint with NHS England who will look into your concerns.
Tel: 0300 311 22 33
NHS Commissioning Board
PO Box 16738
The Independent Complaint Advocacy Service (ICAS)
This is a national service that supports people who wish to make a complaint about their NHS care or treatment. It is a free and confidential service that is independent of the NHS and tailored to individual client need.
ICAS have local office in Aylesbury and can be contacted in the following ways:
Telephone: 0845 6008616 (local rate) or 01256 463758
1st Floor rear
9-11 Church Street
The Care Quality Commission
The CQC inspect GP practices and other primary medical services in England to check that they are meeting the national standards of quality and safety.
Tel: 03000 616161
CQC National Correspondence
Newcastle upon Tyne