Complaints

Complaints

We make every effort to give the best service that we can to everyone who attends our Practice. Despite this, we are aware that sometimes things can go wrong and you may wish to make a complaint.

Most issues can be sorted out quickly and easily so please talk to us. Feedback, both positive and negative is important to help us improve as a practice and continue to offer the service we strive for.

How Do I Raise a Concern/Complaint

You can speak to any member of staff in the first instance, as we may be able to resolve your issue straight away.

If this isn’t possible, or appropriate, and you wish to make a formal complaint please do so in writing. This is best done as soon as possible after the event, ideally within a few days.

If this isn’t possible then your complaint should be submitted within 12 months of the incident that caused the problem, or within 12 months of discovering you have a problem.

You can send your complaint to: secretary.k84020@nhs.net or to our address: Sonning Common Health Centre, 39 Wood Lane, Sonning Common, RG4 9SW.

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 formal response. This is usually within 5 working days.

Most complaints are handled by our practice manager, Katie Williams, and Dr Thomas Rockell our complaints lead partner.

Who Can Complain?

Complainants may be current or former patients, or their nominated elected representative (who have been given consent to act on the patient’s behalf)

Patients over the age of 16 whose mental capacity is unimpaired should normally complain themselves or authorise someone to complain on their behalf.

Children under the age of 16 can make their own complaint, if they are able to do so.

If You Remain Dissatisfied After Our Response

If following our final response you remain dissatisfied then you can escalate your complaint to the NHS Ombudsman. This is an independent service and free to use.

You can contact them here: We are the Parliamentary and Health Service Ombudsman | Parliamentary and Health Service Ombudsman (PHSO)

Address: Parliamentary & Health Service Ombudsman, Tower 30, Millbank, London, SW1P 4QP

Phone: 0345 015 4033

Alternatively you may want to contact the Thames Valley ICB:

NHS Thames Valley – Complaints and Compliments

Telephone: 01189 822 720

Email:  frimleyicb.ppetthamesvalleyicb@nhs.net

Post: NHS Thames Valley ICB, First Floor, Unipart House, Garsington Road, Cowley, OXFORD, OX4 2PG

Patient Advice and Liaison Service (PALS)

PALS is a very helpful organisation if you are having difficulties with your care in either Primary or Secondary Care. So if you are having difficulties with another healthcare provider and we are unable to help you, we would suggest that you contact them for advice.

The following is an extract from their website.

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.