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| Tower House Surgery Complaints Procedure information |
We always try to give you the highest standard of care and service within the resources available to us. If, however, you feel we have failed you in any way, you have a right to initiate our complaints procedure.
We hope you will use our procedure to tell us what you feel has gone wrong and, and allow us the opportunity to put right any problems you have identified, or mistakes that have been made.
However, we are not able to deal with the question of legal liability or compensation.
If you wish to make a complaint, please telephone, or write to our Practice Manager, Julie Sequeira. She will take full details of your complaint, and decide how best to undertake the investigation. A copy of our Complaints procedure is available from reception.
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 you can contact:
The Complaints Manager
Bucks Primary Care Trust
Rapid House, 40 Oxford Road
High Wycombe, Bucks, HP11 2EE
Tel: 01494 552205
If you are not satisfied with the way we , or Bucks PCT has dealt with your complaint you can ask the Parliamentary Health Service Ombudsman to look into it.
The Parliamentary Health Ombudsman is an independent body who will investigate complaints about unfair or improper action, or poor service, by UK Government departments, their agencies, and the NHS in England.
Their details are below;
Complaints Helpline 0345 015 4033
Or email phso.enquiries@ombudsman.org.uk
Or fax on 0300 061 4000
The Helpline is open 8:30am to 5:30pm Monday to Friday.
Or write to them at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Website www.ombudsman.org.uk
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