Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Oldwood Surgery and Battle Health Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint or ask to speak to the Practice Manager.
How to complain
A complaint can be made verbally or in writing. Additionally, you can complain via email to [email protected] If you are emailing us for the first time, our Reception Team will contact you by telephone to verify your email address in line with our Data Protection Policy.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Practice Manager (or nominated representative in their absence) will acknowledge all complaints within three business days.
We will then investigate and provide you with the findings. This will be within 40 days in line with NHS England’s Complaint Policy (2017) response target. We will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with current legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.
Complaining to other Authorities
We hope that if you have a problem with the service you have received, you will speak to us and give us the opportunity to put it right. If you feel you cannot, or if you are not happy with our response, you can contact the following bodies:
NHS Sussex Integrated Care Board (ICB)
NHS Frimley ICB employ and host the pharmacy, optometry, dental commissioning and complaints teams who work on behalf of ICBs in the South East Region, including NHS Sussex.
You can send your complaint by post to: South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health
Hospital Hill, Aldershot, Hampshire, GU11 1AY
Complaints phone number: 0300 561 0290
Complaints email address: [email protected]
Care Quality Commission (CQC)
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the CQC website at www.cqc.org.uk/contact-us
ICAS & OMBUDSMAN
Advocacy Service for NHS Complaints
This is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local service can be accessed via their website at https://www.pohwr.net/our-services/nhs-complaints-advocacy or by calling 0300 456 2370.
Ombudsman
If you have not received a satisfactory response from the GP practice or NHS England, you can then refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or contact them via their website at https://www.ombudsman.org.uk or by Textphone (Minicom) on 0300 061 4298.
