Complaints Policy

Complaints and Compliments Procedure

We are always very grateful for feedback and suggestions – even if the feedback is not complimentary! We are keen to review and improve our standards and need your input to guide us.

All surgery staff will do their best to provide you with the highest level of service. However, if you are not satisfied with any aspect of this service, please tell us. We would prefer you to write to the Practice Manager with details of your dissatisfaction. This will ensure that the incident is recorded in your own words.

Please be assured that every complaint is recorded and treated seriously. Your notification will be acknowledged, the matter looked into, and a reply will be sent to you within 20 working days. If we need more time to resolve any issues or to fully respond to your complaint, we will advise you in our reply.

Should you need to raise a formal complaint about any aspect of the service provided by Eastfield House Surgery,  please write to:

The Practice Manager
Eastfield House Surgery
6 St John's Road
Newbury 
RG14 7LW

Contact:

SEAP (Support, Empower, Advocate, Promote) Advocacy Service
PO Box 375
Hastings
TN34 9HU

• Telephone: 0300 343 5731

If you would prefer, you may contact NHS England at:

• Post: NHS England, PO Box 16738, Redditch B97 9PT
• Phone: 0300 311 2233

Or if you would like to raise your concerns informally, please contact the Patient Advice & Liaison Service (PALS) at:

• Post: NHS Berkshire West Clinical Commissioning Group (CCG), 57-59 Bath Road, Reading RG30 2BA
• Patient Advice & Liaison Service (PALS) Phone: 0118 982 2720

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

• Getting it right
• Being customer focused
• Being open and accountable
• Acting fairly and proportionately
• Putting things right
• Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

• Phone: 0345 015 4033
• Post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.
• Online: Visit the The Parliamentary and Health Service Ombudsman