Comments & Complaints




As part of our ongoing development, we would like to learn from you. We like to hear about what we are doing well and we also want to hear about what we are not doing so well. We very much welcome any suggestions for improvement in our service.

If you have a complaint about a specific episode we would like to hear about it. This will be dealt with using the practice complaints procedure. Please contact our Patient Services Manager in the first instance via the feedback section section of this website.

We comply with the NHS Complaints Procedure.


Complaints Procedure

Complaints overview

From April 2009 a common approach to handling complaints in the NHS has been introduced. This new complaints procedure is structured around three main principles – listening, responding and improving.

This will help organisations to

  • Take a more active approach to asking for people’s views
  • Deal with complaints more effectively
  • Use the information received to learn and improve

How patients can make a complaint?

There are two stages of complaints handling

  • Local resolution at practice/CCG level
  • Referral to the Parliamentary and Health Service Ombudsman if the complaint cannot be resolved satisfactorily by the practice/OCCG.

Patients may choose to make their complaint orally, in writing or electronically to the Practice Manager or alternatively to the OCCG. They may make their complaints within 12 months of an incident happening or of becoming aware of the problem.

This 12 month limit does not apply if the practice is satisfied that:

  • There were good reasons for not making the complaint within the time limit.
  • Despite the delay, it is still possible to investigate matters effectively and fairly.

Oral complaints which are resolved to the patient’s satisfaction not later than the next working day are not included within these regulations. All oral complaints however will be recorded in writing.


Complaints on behalf of someone else

Please note that for confidentiality reasons if a complaint is made on behalf of someone else we have to know that you they have the patient’s permission to do so. A note confirming that permission has been given and signed by the person concerned will be required, unless they are incapable (because of physical or mental illness) of providing this.


Acknowledgement by the practice of a complaint

Hedena Health Ltd will aim to acknowledge receipt of all complaints within 3 working days orally or in writing and offer to discuss the matter.


Where a complaint involves more than one organisation
If the complaint involves more than one organisation the Operations Manager will liaise with the other organisation(s) and agree a complaint manager who will take the lead and agree how the complaint should be handled and co-ordinated. This will involve clear communications with the complainant to ensure that the issue is dealt with in the most effective and efficient manner.

By law, all organisations have to ensure that information relating to individual service users and patients is protected, in line with the requirements of the Data Protection Act, Caldicott principles and the confidentiality policies of each signatory organisation.

The complainant must give their consent before information relating to the complaint is passed between organisations.


How the complaint is dealt with by the practice

Complaints will be monitored at Significant Event meetings in the practice and recorded detailing:

  • The subject matter and outcome of each complaint
  • The fact that the complainant was notified of the response within the period specified any amendment of that period and whether a report was sent to the complainant within that period.

The complaint will be assessed and will gauge the impact of the complaint on all parties involved so that the right course of action can be taken. We will establish a clear appropriate plan of action and provide the complainant with relevant support and advice.

The practice should consider

  • What happened?
  • What should have happened?
  • What are the differences between those two things?

The patient will be advised how the complaint will be handled and the likely period for completion of the investigation and responding to the complaint. (If the complainant does not accept the offer of a discussion the practice must determine a specified response period and notify the complainant in writing of that period.)

The practice will ensure that they have a clear understanding of the complaint so that complaints can be dealt with appropriately, efficiently and as quickly as possible. The complainant will be kept informed as far as reasonably practicable of the progress of the investigation.


Responding to the complaint

The practice will send the complainant a written response as soon as reasonably practicable after the completion of the investigation. (This response may be electronic if the complainant has consented to this). The response must be signed by the ‘responsible person’ and include a report containing the following matters:

  • An explanation of how the complaint has been considered
  • The conclusions reached, including any matters for which the complaint specifies, or the practice considers, that remedial action is needed
  • Confirmation that the practice is satisfied that the action needed in consequence of the complaint has been, or is proposed to be taken and details of the complainant’s right to take their complaint to the Health Service Commissioner under the 1993 Act if they are not satisfied by the response.

Who is responsible for complaints at the surgery and how to access the complaints procedure?

Fiona Morrison, Patient Services Mnager is appointed as complaints manager and  Andrew Collins is the GP partner responsible for complaints.

The complaints procedure is published within the practice and on its website for patients to view. The practice can assist complainants with the procedure, or to provide advice on where they may obtain such assistance.


Annual complaints report

An annual report will be produced by the practice as soon as practicable after 31st March for the preceding 12 months including:

  • The number of complaints received by the practice
  • The issues that these complaints raise
  • Whether complaints have been upheld, and
  • The number of cases referred to an Ombudsman

The practice will also need to record any significant issues raised by complaints, the lessons learn and the actions taken.


Other patient contacts to assist complainants

If patients prefer they can make their complaint to:

Buckingham, Oxfordshire, Berkshire Integrated Care System
5510 John Smith Drive
Oxford Business Park South
Oxford 0X4 2LH

Telephone number: 01865 336800


Take their complaint to NHS England and they will manage your complaint for you. Information on the NHS England complaints process and the information they will need to manage your complaint can be seen at the NHS England website.

Phone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Email: (Please state: ‘For the attention of the complaints team’ in the subject line)

NHS England
PO Box 16738
B97 9PT

Or patients can contact The Patient Advice and Liaison Service (PALS) on 0800 052 6088


NHS Complaints Advocacy Service for Oxfordshire

Telephone: 0300 343 5718

If the patient is still not satisfied they can ask the Health or Local Government Ombudsman to review the matter. They can be contacted in the following ways:

Online: visit the website

Calling the complaints helpline: 0345 015 4033 (Mon-Fri 8.30am – 5.30pm)

Writing to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
London SW1P 4QP

Further Information