How to make a complaint
How to make a complaint
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.
We hope that most problems can be solved and addressed quickly, often at the time they arise and with the person concerned. If your problem cannot be addressed in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks as this will enable us to review the situation more easily. You may still complain up to 12 months after the incident occurs or even longer if there are good reasons for not complaining earlier, and provided it is still possible to investigate matters effectively and fairly.
Complaints should be addressed to the General Manager. Alternatively you may ask for an appointment with the General Manager in order to discuss your concerns. They will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. Please help by being as specific as possible about your complaint.
General Manager responsible for complaints:
Mr Daniel Groves
Badgerswood Surgery
Headley
Hampshire
GU35 8LH
Tel: 01428 770004
Email: hiowicb-hsi.badgerswoodsurgery@nhs.net
What We Do
We shall acknowledge your written complaint within three working days and then will fully investigate the complaint.
We aim to have looked into your complaint within a reasonable timeframe though we cant promise timeframes as each complaint is different.
We should then be in a position to offer you an explanation, or a meeting with the people involved. We shall aim to find out what happened and what went wrong and to identify what we can do to make sure the problem does not happen again. If there is likely to be a delay, we will tell you the reasons and we will keep you informed of our progress.
We will inform you in writing of the outcome of our investigations.
If You Are Still Dissatisfied
We hope that we will be able to resolve any problems satisfactorily using the above procedure. However, if you are dissatisfied with the outcome of the investigation you have the right to contact the Parliamentary and Health Service Ombudsman.
Parliamentary and Health Service Ombudsman
Millbank Tower,
London
SW1P 4QP
0345 015 4033,
email: phso.enquiries@ombudsman.org.uk.
