We welcome your views and constructive suggestions, which will help us improve our service to you. There is a suggestion / comments box located in the waiting room for this purpose.
If you have a complaint about the service you have received from any of the staff working at this Practice, please let us know. We operate a Practice complaints procedure as part of the NHS system for dealing with complaints. Our procedure meets national criteria.
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be sorted out 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 as this will enable us to establish what happened more easily.
Complaints should be addressed to the Practice Manager, Ros Woodyard, in the first instance. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within seven days and aim to have looked into your complaint within a reasonable timescale of the date when you raised it with us.
We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
- Find out what had happened and what went wrong;
- Agree a plan on how your complaint will be dealt with and the timescales involved;
- Make it possible for you to discuss the problem with those concerned, if you would like this;
- Make sure you receive an apology where that is appropriate;
- Identify what we can do to make sure the problem doesn’t happen again;
If you have any concerns and do not wish to complain directly to the practice please contact the complaints team via new contact details below;
South East Complaints Hub (hosted by NHS Frimley ICB)
NHS Frimley
Email: frimleyicb.southeastcomplaints@nhs.net
Telephone: 0300 561 0290
Direct Dial: 0300 561 0291
Post: South East Complaints Hub, NHS Frimley ICB, King Edward VII Hospital, St Leonards Road, Windsor, Berkshire, SL4 3DP
Website: www.frimley.icb.nhs.uk
Twitter: @FrimleyHC
Facebook: https://www.facebook.com/FrimleyHealthandCare/