Complaints

Complaints

Making a complaint

If you have a complaint or concern about the service that you have received from a doctor or member of staff working for our practice, please let us know as soon as you can. Our aim is to address and resolve any matters as effectively as possible.

Please read our Complaints leaflet – attached here: 2022-SCHC-Complaints-Leaflet

Click the link here to read a complaints leaflet for people with a learning disability: Complaints leaflet for people with a learning disability

Alternatively, you can leave feedback on the Healthwatch website here: Healthwatch website

If you feel that a formal complaint is necessary then please do so in writing, as soon as possible after the event, ideally within a few days.

If you are unable to complain as soon as possible after the event then your complaint should be submitted within 12 months of the date of the incident that caused the problem; or within 12 months of discovering that you have a problem.

Our response to your complaint

We will acknowledge your complaint within 3 working days. We will discuss and agree a plan with you, including a timeframe, to include how your complaint will be managed and when you can expect a response.

Our Practice Manager manages complaints with Dr Ralph Drury, GP partner and GP Complaints Lead at our practice.

PALS

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.  To find out more about the PALS service at The Royal Berkshire Hospital click this link.  To find out more about the PALs service at The John Radcliffe Hospital, follow this link.

Our ICB Commissioner 

Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board

Contact the service