Am I Happy With The Service I Am Receiving From My GP?
We will do whatever we can to make sure you are treated properly and promptly, but sometimes things do go wrong. If you want to complain about the services or the treatment you have received from this surgery there is a complaints procedure in place. The aim is to give you a quick, but thorough, response which answers your concerns properly, where possible by those who know the most about your care.
Who Can Complain?
Anyone who is receiving, or has received, NHS treatment or services from the surgery can complain. If you are unable to complain yourself then someone else, usually a relative or a close friend, can complain on your behalf.
It is important that you make your complaint as soon as possible after the event you want to complain about happens - usually the NHS will only investigate complaints that are either:
- made within 6 months of the event; or
- made within 6 months of you realising that you have something to complain about (as long as that is not more than 12 months after the event itself).
These time limits can be waived if there are good reasons why you could not complain sooner.
Whom Do I Complain To?
In the first instant you should complain to the Practice Manager. In many cases, it should be possible to sort out the problem straight away. This part of the procedure is called Local Resolution. If you would prefer to talk to someone who is not involved in your care you can telephone or write to the Patient Services Manager, SW Oxon PCT.
Whoever you ask to look into your complaint will do their best to sort out the problem as quickly as possible. Sometimes they may need to involve other staff to establish what has happened and to decide what action to take. They will be careful to ensure that any information about you is kept confidential.
We will aim to acknowledge your complaint within 2 working days, and provide you with a full response within 10 working days. If any delay is necessary to gather more information, then you will be contacted and advised of the delay.
What If Local Resolution Is Unsuccessful?
If you are not satisfied with the outcome of the Local Resolution then you may ask the SW Oxon PCT to consider taking your complaint to Independent Review. You should do this within 4 weeks of the date of the letter telling you about the outcome of local resolution action.
Your request will be considered by someone specially commissioned by the PCT, called the convener. The convener does not have to set up a panel every time one is requested. He will only do so if he thinks that a panel investigation is likely to resolve the problems you have identified. Either way, you will be informed of the convener's decision in writing, generally within 4 weeks of you requesting a panel investigation.
Alternatively, you may request that your complaint be considered by the Healthcare Commission. This should be done within 2 months of the date of the final response from the practice.
What Can't Be Dealt With?
There are some things which cannot be dealt with under the NHS complaints system.
These include:
- complaints about private treatment;
- events requiring investigation by a professional disciplinary body;
- events about which you are already taking legal action.
What If I'm Still Unhappy?
If you are still dissatisfied after the NHS complaints procedure has been completed you can ask the Health Service Commissioner (the Ombudsman) to investigate your case. The Ombudsman is completely independent of both the NHS and of the Government.
Useful Contacts
Patient Services Manager, SW Oxon PCT
SW Oxon PCT
Marcham Road
Abingdon
Oxfordshire
Tel 01235 205555
The Healthcare Commission
The Healthcare Comission
Complaints Team
Peter House
Oxford Street
Manchester
M1 5AN
Tel 020 7448 9200
The Ombudsman
The Health Service Ombudsman for England
11th Floor
Millbank Tower
London
SW1P 4QP
Tel 0345 015 4033
