Who can I complain too?
If your complaint relates to care you have received from this GP practice the first step is to complain to us directly.
To pursue a complaint, please complete our Complaints Form and we shall deal with your concerns appropriately. Further written information is available regarding the complaints procedure from Patient Services.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you do not want to complain to Hightown Surgery directly or are unsure what to do or who to contact you can contact the Complaints Team at NHS Buckinghamshire, Oxfordshire and Berkshire West ICB (BOBICB)
You cannot complain to both Hightown Surgery and BOBICB about the same incident.
The ICB is not the second stage of the NHS Complaints process.
If Hightown Surgery or the ICB have already investigated and responded to your complaint the second stage is the Ombudsman (PHSO)
Parliamentary and Health Service Ombudsman (PHSO)
If something has gone well with your care at the surgery please let us know that too.
NHS Complaints Information
If you are not happy with the care or treatment you’ve received from an NHS service, you have the right to make a complaint.
To make a complaint you need to contact either:
- The NHS service that provided your care (e.g. GP practice, dentist or hospital) or;
- The commissioners of the service that provided your care. This will be either your local Clinical Commissioning Group or NHS England.
If you remain dissatisfied after you receive a full response, you can refer your complaint to the Parliamentary Health Service Ombudsman (PHSO). The PHSO is independent from the NHS and can undertake a review of the way in which your complaint has been managed.
If you need any support or confidential and independent advice to make a complaint, you can access this through the NHS complaints advocacy service. NHS. Advocacy service
For more information on the complaints procedure please follow the link below.