Grovelands Medical Centre

701 Oxford Road, Reading, Berkshire, RG30 1HG
Telephone: 0118 958 2525 | Fax: 0118 952 3633

Comments & Complaints

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We operate a complaints procedure as part of the NHS system for dealing with complaints, which meet national criteria.

A copy of this is available from reception. Our aim is to give you the highest possible standard of service and to deal swiftly with any problems that may arise. We endeavour to report back to you in 2 weeks although some complaints may take more time to fully investigate.

To pursue a complaint please contact the practice manager and he will deal with your concerns appropriately. Just Email Management

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. Tel: 0345 015 4033 Write: Millbank Tower, Millbank, London SW1P 4QP.

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.

Healthwatch

Healthwatch England is the national consumer champion in health and care. They have significant statutory powers to ensure the voice of the consumer is strengthened and heard by those who commission, deliver and regulate health and care services.

Your suggestions

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area, or via email to Chris Maude, Practice Manager