🌟 Your Feedback Matters! 🌟

At Misbourne Practice, we’re dedicated to providing the best care possible—and your feedback helps us make that happen! 💜

📝 How You Can Share Your Thoughts:
✨ NHS Feedback – Rate and review our services online.
✨ Healthwatch – Share your experience to help shape local healthcare.
✨ Patient Participation Group – Get involved and have your say!
✨ Friends and Family Test – A quick way to tell us how we’re doing.
✨ Online Feedback – Convenient and accessible anytime.
✨ Compliments & Complaints – Tell us what we’re doing well or how we can improve.
✨ Patient Opinion – Your honest views help us grow.

💬 Why Your Feedback Is Important:
Your voice helps us improve services, enhance patient care, and create a better experience for everyone in our community.

📢 Let’s Work Together for Better Care!

Make a Complaint

The Complaints Handling Procedure

We aim to resolve any complaints and concerns easily and quickly, and if possible at the time they arise with the person concerned.

If your complaint or concern cannot be resolved immediately and if you wish to make a complaint, please provide us with details of your complaint as soon as possible so we can establish the issues in a timely manner. If it is not possible to do so, please provide us with details of your complaint:

• Within 12 months of the incident that caused the problem OR
• Within 12 months of discovering that you have a problem

Complaints should be addressed to the Complaints Manager. Alternatively you may ask for an appointment with the Complaints Manager in order to have your concerns dealt with promptly, in which case, we would require in advance for you to provide the full details of our complaint in writing. This is to ensure that we have conducted a thorough investigation to address your concerns on the day of your appointment.

You can provide this in your own format providing this covers all the necessary aspects.

1. You can use our website to submit your complaint or
2. Simply post your letter of complaint to our site addresses given below:
3. If your registered GP is based at our St Peter site - Church Lane, Chalfont St Peter, Buckinghamshire, SL9 9RR
4. If you registered GP is based at our St Giles site   - Townfield Lane, Chalfont St Giles, Buckinghamshire, HP8 4QG

Complaining on Behalf of Someone Else:

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

What we do next

We look to settle complaints as soon as possible. Below is our process of dealing with complaints

1. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 28 working days.
2. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
3. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
4. When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
5. When the investigations are complete your complaint will be determined and a final response sent to you.
6. Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
7. The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

We believe that any complaint you have about the practice can be dealt with by those responsible for ensuring patient care and delivery of service within the practice, but we recognise that you may feel uncomfortable with doing so or that you may be unhappy with the result of our complaints procedure. You have the right, therefore, to alternatively complain to any of the following five bodies.

NHS complaints Advocacy Service:

You may also wish to contact the NHS complaints Advocates. NHS complaints advocates support people to complain about the treatment or care that they or a friend or family member have received from an NHS service. This support is available at every stage of the complaints process. You can find a service local to you using their website 

NHS Thames Valley ICB Complaints Team

First Floor, Unipart House
Garsington Road
Cowley
Oxford
OX4 2PG

Phone number: 01189 822 720
Email address: frimleyicb.ppetthamesvalleyicb@nhs.net
Website: NHS Thames Valley - Complaints and Compliments

Patient Advice and Complaints Team (PACT)

If your complaint is about another health service (i.e. NOT GP, pharmacy, optometry or dental) you can talk to the PACT team.

Phone number: 0300 561 0250
Email address: scwcsu.palscomplaints@nhs.net

Information commissioner’s Office

For Data Protection related complaints Start a live chat or call their helpline on 0303 123 1113.

Care Quality Commission:

If you have a genuine concern about the care provided by us, or about a regulated activity carried out by the practice, you can share your concern with the Care Quality Commission (CQC).

You can contact CQC through their Give feedback on care or Contact us pages on the CQC website, by email at enquiries@cqc.org.uk, or by telephone on 03000 616161.

Please note that CQC does not usually investigate individual complaints on your behalf, but the information you provide helps them monitor services and identify concerns about quality and safety.

If you are Dissatisfied with the Outcome of our investigation, you have the right to approach the Ombudsman. The contact details are:

Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

Phone number: 0345 015 4033
Email address: phso.enquiries@ombudsman.org.uk