complaints

Practice Complaints Procedure

We always try to give you the best services possible but there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the services we provide for you.

We hope you will use this procedure to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. Our practice procedure is not able to deal with questions of legal liability or compensation.

If you use this procedure it will not affect your right to complain to the Patient Liaison Service (PALS) at Buckinghamshire Primary Care Trust (PCT) if you so wish. The appropriate contact address for the PCT can be found at the bottom of this page. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please write to our Practice Manager who will decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly. Occasionally, we have to make a lot of enquiries so it might take a little longer, but we will keep you informed. The Practice Manager will write to you detailing our findings, giving appropriate explanations. Should you require further information a meeting will be arranged with the Senior Partner and Practice Manager. You would be welcome to be accompanied to the meeting by a friend or relative.

Should you wish to make an appointment to discuss the matter further you should call/email Mrs Morva Bonthorne on 01280 818600/ admin.northendsurgery@nhs.net to arrange a mutually convenient time to meet.  You are entitled to bring a friend or relative to the meeting. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.  We hope that, at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly.  However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Patient Liaison Services (PALS)                       
Telephone number: 0800 328 5640
Email: patientexperience.service@buckinghamshire.nhs.uk

NHS Choices

Complaints

Independent Complaints Advocacy Service (ICAS)     
Telephone number: 01296 468170
Fax number: 01296 468171
Kingfisher Exchange  
3rd Floor, Kingfisher House   
Walton Street 
Aylesbury 
Bucks HP21 7AY

Website address: www.seap.org.uk./icas