COMPLAINTS AND SUGGESTIONS

Whilst we always try to provide an efficient, clinically robust and patient-friendly service to you, we know that sometimes we get it wrong. If you feel we have not handled your clinical care well, or have done something you don’t agree with or understand, then please let us know so that we can try to rectify it, perhaps look at ways we can improve things or to allow us to avoid making the same mistakes again.

We welcome discussions about what we have not done to your satisfaction as it allows us an opportunity to learn and improve.

So, if you are unhappy, the following are steps you can take:

1. FIRSTLY CALL, VISIT OR WRITE TO MARGARET COKER, OUR OPERATIONS MANAGER, AT:

Liphook Village Surgery
The Square
Liphook
GU30 7AQ

Tel: 01428 728270

We will confirm in writing that we’ve received your complaint and will always conduct a full investigation. You may want to have a telephone conversation to clarify the situation, and we will if you want arrange a face to face meeting with one of the Partners and the Operations Manager to resolve the matter. If there are reasons why you would rather not speak to a particular Partner, you should make this clear.

We will then confirm by letter the outcome of our investigations and ask if you feel this matter has been dealt with to your satisfaction.

2. IF YOU STILL FEEL THE MATTER HAS NOT BEEN FULLY RESOLVED, OR THE MATTER IS OF A SERIOUS ENOUGH NATURE, YOU SHOULD WRITE TO:

Complaints Team
NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT

e: england.contactus@nhs.net
t: 0300 311 2233

3. SHOULD YOU STILL FEEL THE MATTER NEEDS TO BE CONSIDERED FURTHER, YOU MAY WISH TO CONTACT THE PARLIAMENTARY AND HEALTH OMBUDSMAN AT THE FOLLOWING ADDRESS:

Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP