Complaints Procedure

Making a complaint

In the first instance we would always prefer that you approach us directly. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. You can call the practice manager on 01488 674033 or email us using our secure online form

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

• Within 12 months of the incident, or
• Within 12 months of you discovering that you have a problem.

State your case clearly giving as much detail as you can.

Send your written complaint to:

Louise Murray-Clarke
The Surgery, Bockhampton Road
Lambourn, RG17 8PS

If you have tried to resolve your complaint locally and are unhappy with the resolution you can contact the NHS Berkshire West Clinical Commissioning Group:

NHS Berkshire West CCG
57-59 Bath Road
Reading
Berkshire
RG30 2BA

Telephone: 0118 982 2720

PALS can provide assistance and information regarding NHS services.

You also have the right to approach the Ombudsman. The contact details are:

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

• Tel: 0345 0154033
• Visit the Ombudsman website

Complaining on behalf of someone else

If you wish to make a complaint on behalf of someone else you will need a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this.