Everyone at the surgery strives to provide the best service they can to our patients. We are delighted when patients tell us about the high level of care and treatment they or their family have received and we always share any compliments with all the staff. However, we recognise that sometimes we may fall below the high standards patients expect of us. We look to our patients to provide us with feedback about the quality of our services as without this we cannot look to improve upon them.

We operate an informal procedure as part of the NHS system for dealing with such matters. We hope to resolve any issues effectively and in a timely manner and to the satisfaction of both parties.

If you have any comments or suggestions regarding the service you receive, please let us know. You may advise a receptionist who will forward your comment to the appropriate person or by writing to our patient comment box or by writing to our practice manager. We will review your comment with the appropriate staff and discuss any resulting learning points or action required to improve our service. We will take into consideration the appropriateness and practicalities of your suggestion and, if it is both feasible and financially viable, we will look to make changes to our facilities for the benefit of our patients.

If you believe the surgery has not delivered a high standard of care or service in a particular instance, you may wish to make a formal complaint. All formal complaints must be made in writing to our practice manager before they can be taken any further. This is so we have an official account of your complaint and it is clear what matters require addressing. We shall acknowledge your letter within two working days of it being received by the practice manager and proceed to investigate your complaint without prejudice. We aim to have concluded the investigation within a further 10 working days following which you will receive a written response which we trust will conclude matters. However, should you feel the matter has not been concluded to your satisfaction you may write to our practice manager to request a meeting to discuss the matter further.

Please note:

• This procedure does not deal with matters of legal liability or compensation.
• This procedure does not affect your right to make a formal complaint to NHS Berkshire West the local Primary Care Trust.
• The surgery is bound by strict rules of patient confidentiality and we cannot release or provide confidential information without a patient’s appropriate authority, if you are making the complaint on behalf of someone else.