Suggestions and Complaints
Suggestions and Complaints
We are always anxious to improve services
wherever possible. Any comments about the running of the surgery
or the services offered are welcomed. We appreciate being told
about the things we do well. On the other hand, we always like
to know when things need to be improved.
Comments may be addressed either to your doctor or to the
practice manager. Complaints should be addressed to the practice
manager in the first instance and a summary of our complaints
procedure is given below.
Complaints Procedure
Our aim is to resolve complaints locally as quickly as possible,
lf you have a complaint you should let us know within six months
of the incident or within six months of your discovering the
problem, provided that it is within 12 months of the incident.
A complaint will be acknowledged within two working days. We
will investigate it promptly and we aim to give you our full
response within 10 working days. The doctors at this practice
view complaints very seriously and review them on a regular
basis. This helps to ensure that any action necessary to resolve
complaints is taken.
Complaining On Behalf 0f Someone Else
We must adhere strictly to the rules of medical confidentiality.
If you are complaining on behalf of someone else we must know
that you have their permission to do so. A note signed by the
person concerned is sufficient, unless they are incapable of
providing this by reason of their illness, the fact that they
are a child or some other cause.
Complaining To The Primary Care Trust
If you are not satisfied with the way in which we have dealt
with a complaint, you may approach Cherwell Vale Primary Care
Trust, Oxford Road, Banbury, Oxon 0X16 9AL who provide a
conciliation service.
If you have been through our local procedure and are still not
satisfied, you may request an Independent Review of your
complaint by the Primary Care Trust. This must be done within 28
days of our response. If your complaint is accepted for review
it will be investigated by a panel convened by the Primary Care
Trust and with an independent lay Chairman. Write to the Primary
Care Trust at the address below to request an Independent
Review.
If you are still not satisfied and have exhausted the procedures
above then you may approach the Health Services Commissioner.
The Primary Care Trust can give you details of how to do this.
Cherwell Vale Primary Care Trust
Oxford Road
Banbury
Oxon
OX169AL
Tel: 01295 819500 Cherwell Vale Primary Care Trust
Patient Services Manager
C/O South West Primary Care Trust
Abingdon Community Hospital
Abingdon
Oxon 0X141AG
Tel: 01235 205585/6
Fax: 01235 205577
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