Comments, Concerns, Compliments & Complaints
Are We Looking After You Well?
If the answer is yes…..
Please tell us.
By knowing about your positive views, we can be sure that we are giving you the best quality of care and service. This will encourage us to ensure that you can continue to receive a good service.
If you have any suggestions about how our services can be improved we would like to hear from you – simply tell any member of staff, write to the Chief Executive or contact our Patient Advice and Liaison Service (PALS) Patient Advice and Liaison Service
If the answer is no…..
Again, please tell us.
Your concerns, comments and complaints provide us with valuable information that helps us to improve our service. We monitor, and regularly review, all feedback so that we can see which areas require the most work. This information is then used to make changes as appropriate.
For a full description of the complaints process please contact Deborah Dunn Complaints Manager via the contact details below:
Are we looking after you Leaflet
Deborah Dunn – Quality Co-ordinator Corporate
Oxfordshire Primary Care Trust
Jubilee House
5510 John Smith Drive
Oxford Business Park South
Cowley
Oxford
OX4 2LH
Tel: 01865 336786
Or send us your feedback by email.
What can I do if I am unhappy?
Sometimes we make mistake – but we want to put them right. If you have a concern that you wish to feedback to us, please contact the Patient Advice and Liaison Service on Freephone 0800 052 6088
The members of our PALS/Complaints team will be able to talk to you and provide you with information that will allow you to make a decision on how you would like your concern to be handled. You may also wish to contact the Independent Complaints Advocacy Service (ICAS) – (see details below).
If your concerns are about your GP, NHS Dentists, Local Pharmacist or Optician you can also contact us to discuss how you would like your complaint to be handled.
You can write to the Chief Executive, at the Oxfordshire Primary Care Trust address and you can be certain that your treatment, and future care, will not be affected in any detrimental way.
What happens when I make a complaint?
- A member of the PALS/Complaints Team will contact you to discuss your concerns and help you decide how you would like your complaint handled. This will take place within 3 working days of receiving your letter, email or telephone call.
- If you decide you would like an investigation to take place, the PALS/Complaints team will ask an appropriate service manager to investigate your concerns thoroughly, this will include asking them to contact you directly to clarify the issues involved and how long their investigation is expected to take. If your complaint involves more than one NHS Trust, it is possible for a joint investigation to take place and you can receive a co-ordinated response from the Trust leading the investigation.
- If necessary, a meeting with the service manager may be offered to you to ensure that your concerns are heard and for the service manager to feedback to you the result of their investigation and to reassure you of any changes that may be made to the service as a result of your complaint.
- To follow up this meeting, a written response will be sent to you by the agreed response date.
If the response does not answer your complaint, or you remain unhappy, you may take it further by:-
Contacting the PALS/Complaints Manager on 01865 336786, who will explore ways of resolving the matter which may include a further local resolution meeting, or mediation.
If, after further discussion with us, you remain unhappy with the outcome of your complaint, you do have the right to contact the Parliamentary and Health Service Ombudsman for a review of your complaint..
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
We will improve
Complaints provide us with valuable information that help us improve service. Complaints are regularly monitored and reviewed by the Primary Care Trust Board. We value your feedback as we strive to constantly improve our healthcare services.
Where to get help
If your concerns are about your GP or NHS Dental Service, please contact the local practice.
Complaints about hospitals and specialist healthcare trusts
Each hospital and specialist healthcare trust has its own complaints procedure. For further information, speak to a member of staff or click on the appropriate link below.
If you wish to make a formal complaint about the Nuffield Orthopaedic Centre, please put your concerns in writing and mark them for the attention of the Chief Executive. For assistance in resolving concerns informally, please contact the Patient Advice and Liaison Service.