Practice Complaints Procedure
We always try to provide the best service possible but
there may be times when you feel this has not happened.
If you have any complaint about the service that you
have received from the doctors or staff working for this
practice, then you are entitled to ask for an
explanation. We operate an informal, in-house complaints
In cases for which the in-house procedure is not an
appropriate form of investigation you
will be referred to the appropriate authority.
How To Complain
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 resolved in this way and you wish to make a complaint, please let
us know as soon as possible as this will enable us to
establish what happened more easily. Your complaint
should be in writing and addressed to Matthew Bramall, the Practice
Manager, who will ensure that it is investigated
thoroughly as soon as possible. We aim to report back to
you within two weeks although, in some cases, more time
may be required.
This procedure does not affect your right to make a
formal complaint to the Primary Care Trust if you wish.
What We Shall Do
We shall acknowledge your complaint and
investigate it as
soon as we can.
We shall aim to:
Find out what
happened and what went wrong.
Make it possible
for you to meet and discuss your complaint with
those concerned, if you would like to do so. You may
bring a friend or relative with you to help with
Make sure you
receive an apology where we are found to be at
Identify what we
can do to make sure the problem does not happen again.
On Behalf Of Someone Else
We ensure strict
adherence to the rule of medical confidentiality. If you
are complaining on behalf of someone else, we will need
to have their written permission before we can respond.
Complaining To The Primary Care
If you would rather not complain directly to the practice,
you can write to the Primary Care Trust and ask them to
act as an intermediary between yourself and the practice.
You should write to:
The Complaints Officer
Oxfordshire Primary Care Trust
Oxford Business Park South
You may also find it
helpful to contact the Independent Complaints and
Advocacy Service (ICAS) for further help, advice and
support. They can be contacted on 0845 1203734.
Confidentiality And Access
All patient-identifiable information will be kept in the
strictest confidence and will not be given to
unauthorised third parties.
All medical and administrative records are held on
our computers in accordance with the rules of the Data
Protection Act under which we are registered. We hold no more information than is
needed for medical care and this information is only
used for that purpose.
Confidential medical information may be shared with
authorised practice staff and other health agencies
(such as hospitals) where this is necessary for your treatment or care. If
we refer you for further care we may share some or all
of this information. You are entitled to request to see
copies of any letters we send out.
Patients have right of access to view their medical
record. This should be requested in writing and there
may be an administration fee for this service.
Although the Government
seems determined that people will have to ‘opt out’ of
having their information loaded onto the NHS IT Spine we
have made a practice decision not to upload without
individual patients’ permission. However, it does
seem unlikely that the spine will ever work so this may
be a groundless fear.
Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice
to produce a Publication Scheme. A Publication Scheme is
a guide to the ‘classes’ of information the practice
intends routinely to make available. This scheme is
available on request.