Unhappy with your care or treatment?

We try our best to make sure that patients receive the best possible care. But like any organisation, things can go wrong, and we may not be able to reach all of our standards all of the time. We are always trying to improve the service we offer and need to know if we are not getting it right. All NHS organisations have a complaints procedure, and the Practice Manager or appointed Complaints Manager will make sure your complaint is thoroughly investigated.

What can you do?

Our aim is always to sort things out as quickly and helpfully as possible. If you have a particular concern or complaint, please speak to someone involved in your care, such as a Doctor, Nurse, or Receptionist. They are often best placed to deal with your concerns and put things right at the start.

If you do not wish to speak to a member of staff, or you were not happy with how they dealt with your concerns, you may take your complaint to the Practice Manager.

Complaints should be made within 12 months from the date of the event, or within twelve months of you realising how what has happened has affected you.

Please note that we always respect our duty of confidentiality to patients and therefore cannot provide confidential information without the appropriate authority if you are not the patient concerned in the complaint.

What can you expect if you make a formal complaint?

The Practice Manager, or appointed Complaints Manager will contact you about your complaint to help us understand exactly what happened and how we can help.

Oral complaints

We aim to resolve all oral complaints to your satisfaction by the next working day.

Where this has not been possible a GP will be appointed to oversee your complaint and your complaint will be acknowledged within 3 working days.

At this time, you will be invited to a meeting to discuss how your complaint will be managed and the likely time period an investigation will take to complete.

You may bring a friend or relative to the meeting. If you would prefer not to attend a meeting, please let us know. We will write to you to confirm how your complaint will be managed and the likely response time.

We understand you may have further questions during the complaints investigation and are always willing to listen and to meet with you to discuss your concerns. We aim to keep to the agreed timescale for responding to your complaint, however if this is not possible, we will notify you accordingly.

Once we have thoroughly investigated your complaint, we will contact you and advise you of any follow up action taken as a means of continuous improvement.

To make a complaint, please contact Caroline Dyer (Practice Manager) at the above address or:

• Telephone: 01635 867171
• Online: Contact us online

We recognise you may need support or help in understanding the complaints procedure, particularly when several organisations are involved. The following services are available to help you.

Patient Advice and Liaison Service (PALS)

This is a confidential Patient Advice and Liaison Service that can help you to understand the complaints procedure and assist you in making a complaint, or taking a complaint further.

• Telephone: 0300 123 6258
• Email: scwcsu.palscomplaints@nhs.net

Information Commission Officer

For independent advice about data protection, privacy, and data sharing issues. Call 0303 123 1113  or visit the ICO website

The Advocacy People

The Advocacy People (previously SEAP) support patients and their carers wishing to pursue a complaint about their NHS treatment or care. Call 0330 440 9000 or visit the Advocacy People website.

We aim to resolve all complaints at practice level, but at times this may not be possible and if you remain dissatisfied with the outcome of your complaint you are entitled to take your complaint further with NHS England, contact details as follows.

NHS England Complaints

National Support Centre
Quarry House
Quarry Hill
Leeds LS2 7UE

• Telephone: 0300 311 2233
• Email: england.contactus@nhs.net

The Parliamentary and Health Service Ombudsman (PHSO)

Telephone 0345 015 4033. The PHSO an be contacted as a final measure if you remain dissatisfied with the management or outcome of your complaint.

Care Quality Commission

The Care Quality Commission (CQC) can also be contacted for further advice regarding how to make a complaint.

• Telephone: 03000 616161
• Online: Visit the Care Quality Commission website

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Please be assured that by making a complaint you will not in any way affect your rights as a patient at our practice. We always endeavour to learn from our complaints and therefore improve the service we provide in future.

Caroline Dyer
Practice Manager
Thatcham Medical Practice
Bath Road
Thatcham
RG18 9DU

Telephone: 01635 867171

Review Due: December 2024 by Caroline Dyer
Reviewed: May 2015, January 2018, July 2020, December 2022