How to complain
In the first instance, please discuss your complaint with the staff member concerned or with either Joan Whitehouse PA to the Partners, Kay Taylor, the Practice Manager, or Teresa Kelly the Senior Receptionist, who will try to resolve the issue or offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days and preferably in writing or via email to firstname.lastname@example.org addressed to The Practice Manager. This will enable the Practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have the details of your complaint within the following timescale:
Within 6 months of the incident that caused the problem
Within 6 months of discovering that you have a problem, provided this is within 12 months
Complaining on behalf of someone else
Please note that Great Oakley Medical Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the Practice needs to know that you have permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
If you feel you cannot raise your complaint with us
The Practice Management Team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact NHS England, the NHS Commissioner, who leads the National Health Service in England.
The contact details for NHS England are:
Telephone: 0300 311 2233 Mon - Fri 8am - 6pm, except Wednesdays 9.30-6pm, and excluding bank holidays
Email: email@example.com marked 'for the attention of the complaints team' in the subject line
P O Box 16738
If you need help in making a complaint
If you need help in making a complaint, the NHS Complaints Advocacy can help.
NHS Complaints Advocates provide free independent advice and support for people making a complaint about their NHS treatment or services.
Contact details are as follows:
Telephone: 0300 330 5454
Textphone: 0786 002 2939
NHS Complaints Advocacy
109 St James Road
If you are unhappy with the outcome of your complaint
If you are not happy with the response from this Practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) who investigates complaints about the NHS in England. The contact details are as follows:
Telephone helpline: 0345 015 4033
We endeavor to offer the best possible care for our patients at Great Oakley Medical Centre and are very happy to receive compliments about the care you receive.
All staff at Great Oakley Medical Centre work hard to provide an excellent service for all our patients.
We are not here to suffer verbal or physical abuse from patients, their relatives or members of the public.
Any patients or their relatives who use threatening or offensive behaviour, either verbal or physical, in person, on the phone or online to any member of staff or Clinician at this practice will be moved from the practice list.