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Practice Complaints Procedure
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| Practice Complaints Procedure |
We always try to give you the highest standard of care and service within the available resources.
If, however, you feel we have failed you in any way, you have a right to initiate our complaints procedure.
This leaflet explains what to do.
We are not able to deal with the question of legal liability or compensation.
However, we hope you will use it to allow us to look into, and, if necessary, put right any problems you have identified, or mistakes that have been made.
If you wish to make a complaint, please telephone, or write to our Practice Manager, Hilary Smith.
She will take full details of your complaint, and decide how best to undertake the investigation.
We think it is important to deal with complaints swiftly.
Any complaint will be acknowledged by letter and an investigation will commence.
We aim to report back to you within 10 working days. We hope you will understand that, occasionally, if we make more detailed enquiries, it may take a little longer, but we will keep you informed.
We try to address your concerns fully, provide you with an explanation, and discuss any action that may be needed.
We hope that you will feel satisfied that we have dealt with the matter thoroughly.
Please note that we have a duty of confidentiality to patients - a patient's written consent is therefore required if a complaint is made on their behalf.
If you feel you cannot raise your complaint with us, or you are dissatisfied with the results of your investigations you can contact:
Barbara Angell
Complaints Manager
Wycombe Primary Care Trust
Rapid House, 40 Oxford Road
High Wycombe, Bucks, HP11 2EE
Tel: 01494 552205
If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your care.
The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services.
If you want the Health Commission to review your complaint you must inform them within 2 months of receiving a final formal written response from us.
Healthcare Commission
Complaints Investigation Team
Peter House, 5th Floor
Oxford Street, Manchester, M1 9AX
Tel: 0845 601 3012
e-mail: complaints@healthcarecommission.org.uk
Website: healthcarecommission.org.uk
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