PRACTICE COMPLAINTS PROCEDURE

When things go well...

Thank you to all our patients who go out of their way to acknowledge the good service they have received by our team.  Your support and encouragement is always welcomed. 

 

When things go wrong...

Please let us know so that we can try to put the matter right and learn from your experience.

 

How to Make a Complaint

At the Mandeville Practice we try hard to give our patients a good service but sometimes things don't go as well as we would have liked.  We do want to hear from you if you have a constructive comment to make about the service we offer, or if you have a genuine grievance or complaint. Please talk to us so that we can listen to what you have to say and discuss how to proceed. 

If you would prefer to put your complaint in writing please address this to the Complaints Manager, The Mandeville Practice, Hannon Road, Aylesbury, HP21 8TR. Alternatively you can collect a complaints form from reception. We will acknowledge your complaint within three working days and will then conduct a full investigation into the points that have been raised. We aim to conclude our investigation and provide a detailed response within a reasonable timeframe and, we will always keep you informed by providing you with regular updates throughout the process. Complaints are processed in line with the Practice Complaints Policy

If you have a complaint we will:

  • Listen to your concerns
  • Look into what happened, and why
  • We will see if we can learn from the issues raised

Once we have dealt with your complaint, if you are dissatisfied with the outcome, you have the have the right to approach the Parliamentary and Health Service Ombudsman - visit www.ombudsman.org.uk

We are also happy to receive feedback when things go well so please let us know -  we will forward your comments to the staff concerned.

 

Raising a Concern

As a patient, relative or carer you may at some time need to turn to someone for help.  PALS (Patient Advice & Liaison Service) provides confidential advice and support to help you resolve any concerns you may have.

  • The service aims to:
  • Listen to your concerns, suggestions or queries
  • Help resolve issues quickly and effectively
  • Advise and support service users
  • Provide information about local health services
  • Point you in the right direction for other useful sources of information and support
  • Provide a friendly approach
  • Ensure that feedback received is used to improve the service you receive

To contact PALS please call 0800 328 5640