Complaints Procedure

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 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, Beth Sergiou. 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 are not satisfied with the way we have 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.

Complaints Helpline: 0345 015 4033
Fax: 0300 061 4000
Address: Millbank Tower, Millbank, London, SW1P 4QP

If you feel you cannot raise your complaint with us you can contact:

NHS England

Telephone 0300 311 2233, lines open 08:00 – 18:00 excluding Bank Holidays

Enquires or complaints about hospital or community services should be directed to the equivalent team for the organisations that provide them (locally this will be Buckinghamshire Healthcare NHS Trust, Oxford Health NHS Foundation Trust and South Central Ambulance Service NHS Trust)

Organisation which runs this function for the CCG:

BOB ICB Complaints

Telephone Number: 0800 328 5640

Email address:

Postal address: Amersham Hospital, Whielden Street Old Amersham HP7 0JD

Independent Complaints Advocacy Service (ICAS)

If you need help to make a complaint you can contact the local Independent Complaints Advocacy Service (ICAS). This is an independent body set up to represent patients’ interests. ICAS also offers interpreting services to those who require them.

Kingfisher Exchange
3rd Floor, Kingfisher House
Walton Street
HP21 7AY

Tel: 01296468170

For complaints about other provider services such as local hospitals or the NHS 111 Service, please see this leaflet for contact details.