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Complaints Procedure

 

Every patient has the right to make a complaint about the treatment or care they have received at Lambourn Surgery.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our service and patient experience.

 

Making a complaint

Most complaints can be resolved at local level. Please speak to a member of staff if you have a concern and they will assist you where possible.

Alternatively, ask to speak to the Practice Manager, Louise Murray-Clarke, but note this may need to be a booked appointment.

A complaint can be made verbally or in writing. Written complaints can be sent to the following address or emailed to the surgery:

Louise Murray-Clarke
Lambourn Surgery
Bockhampton Road
Lambourn 
RG17 8PS

Make a Complaint

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates us on your behalf:

Make a complaint to the Berkshire, Oxfordshire and Buckinghamshire ICB

 

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you became aware of the matter about which you wish to complain.

The Practice Manager or a representative will respond within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

 

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

 

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

 

Third party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available on request.

 

Final response

We will issue a final formal response to all complaints which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

 

Advocacy support

 

Further action

If you are dissatisfied with the outcome of your complaint from either Berks, Bucks & Oxon ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Parliamentary and Health Service Ombudsman (PHSO)
Millbank Tower, Millbank,
London SW1P 4QP

or

Parliamentary and Health Service Ombudsman (PHSO)
Citygate, Mosley Street,
Manchester

or

Online at: Parliamentary and Health Service Ombudsman (PHSO)

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