Suggestions and Complaints

Help Us Get It Right

We are constantly trying to improve the service we offer.  Please could you let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

Constructive suggestions help us to improve our service and are always welcome and may be handed in at reception or dropped into the suggestions box in the waiting room.

At Marcham Road Health Centre we believe care is best delivered in an atmosphere of mutual respect and we expect our staff to treat all our patients with respect and understanding, and request that patients acknowledge this by treating our staff courteously.  Our receptionists try very hard to please patients, doctors and our nursing team, so if something does happen to go wrong please do not blame them, they are doing their best.  Please use the suggestions box or complaints procedure to help us to ensure that the problem does not happen again.

Making a Complaint

We always try to give the best service possible, but there may be occasions when you are unhappy with the services we provide or any of the staff working within the practice.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints.  If you have a complaint or concern about the service you have received from the doctors or any of the staff working within this practice, please let us know by contacting the General Manager, Rose Moore.  We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our practice for all patients.

We will try to address your concerns fully and provide you with an explanation where appropriate and discuss any action that may be needed so that you feel satisfied that we have dealt with the matter thoroughly.  However, if this is not the case and you wish to continue with your complaint you can contact The Parliamentary Health Service Ombudsman.  The address is Millbank Tower, Millbank, London, SW1P 4QD and their phone number is 0345 015 4033.

Please note that we have to respect our duty of medical confidentiality to patients.  If you are complaining on behalf of someone else we will need their permission in writing, unless that patient is not capable, through age, physical or mental illness, of providing it.

Dr Halcyon Pope has overall responsibility and accountability for the management of complaints against the practice and Rose Moore, General Manager, has responsibility for investigating complaints, ensuring that the statutory complaints arrangements are complied with and that remedial action is put in place.

If you need to make a complaint please ask to speak to Rose Moore whilst you are here or please write to her.  You should expect acknowledgement within three working days.

Rose Moore can be contacted by phone: Tel: 01235 522602 or in writing to the surgery: Marcham Road Health Centre, Marcham Road, Abingdon, Oxon OX14 1BT.  We believe it important to deal with complaints quickly so we will aim to investigate and respond to your complaint within ten working days, if it is going to take longer than this we will keep you informed.

We would prefer to deal with your complaint ourselves as we feel this is the best way for us to improve our service.  However there are alternative options you can use which vary depending on the NHS service you are making a complaint about.

If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services contact NHS England either by post at NHS England, PO Box 16738, Redditch B97 9PT, email England.contactus@nhs.net with “For the attention of the Complaints Team” in the subject box, or by phone 0300 311 2233.

If your complaint is about services such as hospital care, mental health services, out of hours services and community services such as district nursing services contact the Patient Services Team at the Oxfordshire Clinical Commissioning Group Tel: Freephone: 0800 052 6088 or send feedback by email to: patient.services@oxfordshireccg.nhs.uk

If you do not feel happy with the outcome or handling of your complaint by either of the above you can write to The Parliamentary Health Service Ombudsman.  The address is Millbank Tower, Millbank, London SW1P 4QD and their phone number is 0345 015 4033.

You can also use the NHS Complaints Advocacy Service, a free independent advocacy service in Oxfordshire hosted by SEAP that helps individuals to make a complaint about any aspect of their NHS care or treatment.  This includes treatment in a private hospital or care home that is funded by the NHS.  Tel: 0330 440 9000, text SEAP to 80800 or email: Oxfordshire@seap.org.uk.

Thank you.