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Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

If you would like to provide feedback specifically about Engage Consult, please use our Google Form.

Making a complaint

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. 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.

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

The period for making a complaint is normally:

  • 12 months from the date on which the event which is the subject of the complaint occurred
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

If you are a registered patient, you can complain about your own care.

Complaints can be sent in writing to:

Windrush Medical Practice
Welch Way Witney
Oxfordshire
OX28 6JS

If you do not have internet access you can put your complaint in writing and deliver this to our patient services team (level 1 reception). Alternatively, you may ask for an appointment with one of the line managers in order to discuss your concerns. The line manager can then escalate this to the practice manager where necessary. The line manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our line managers are:

  • Mrs Hattie Clay – Practice Manager
  • Mrs Michelle Harrison – Patient Services Team
  • Miss Hannah Drew-Smythe – Nursing/Health Care Assistants
  • Mrs Danielle Bates – Facilities
  • Mrs Cher Kominek – Dispensary
  • Mrs Becky Goodchild – Administration/GP Assistants

Complaints made orally and resolved to the complainant’s satisfaction not later than the next working day are not recorded.

What we shall do

  • Written complaints will be acknowledged within 3 working days and we will include you in the discussion about how the complaint will be handled and the likely period for completion of the investigation.
  • We will send you a written response as soon as reasonably practicable after completing the investigation. (This response may be electronic if the complainant has consented in writing or electronically and has not withdrawn that consent.)
  • This response will include an explanation of how the complaint has been considered, the conclusions reached, and details of your right to take your complaint to the Parliamentary Commissioner for Health (the Ombudsman).

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Our commitment to you

Our commitment to you at Windrush Medical Practice, aims to ensure you receive the highest quality health services. We care about getting it right for you the first time and every time and welcome your comments, compliments, concerns and complaints. We take you seriously, listen carefully and do everything we can to ensure you are satisfied with our services. We are committed to feeding back patients’ experiences to the team and learning from these. All matters are dealt with in confidence. However, it may be necessary to share certain information with other parties in which case we will seek your permission in advance of this. Any information relating to your complaints will be stored separately from your health care records. This will not impact on your health care. We want to make sure that if you do complain you have a positive outcome.

Our principles are

  • To get it right
  • To be patient focussed
  • To be open and accountable
  • To act fairly and proportionately
  • To put things right
  • To strive for continuous improvement

We hope that, if you have a problem, you will use our practice complaints procedure as above to ensure it is resolved to your satisfaction. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach the commissioner of primary care services.

As of 1st July 2023, if you wish to make a complaint about primary care services to the commissioner, the way to do this is changing. The NHS England South East complaints process is now hosted by Frimley ICB for the region. Rather than contacting NHS England, you are now advised to contact the Complaints team via the new contact details below:

South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY

Phone
0300 561 0290

Email address
Frimleyicb.southeastcomplaints@nhs.net

More information can be found on the BOB ICB website.

How do I find the commissioner?

Contact your local integrated care board (ICB) for complaints about primary care services (GPs, dentists, opticians or pharmacists) and secondary care, such as hospital care, mental health services, out of hours services, NHS 111 and community services like district nursing.

To make a complaint: www.bucksoxonberksw.icb.nhs.uk/make-a-complaint

Contact NHS England for complaints about healthcare in prison, military health services, and specialised services that support people with a range of rare and complex conditions.

Contact your local council if your complaint is about public health organisations, which provide services that prevent disease, promote health and prolong life.

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Helpline
0345 015 4033

Email
Phso.enquiries@ombudsman.org.uk

Website
www.ombudsman.org.uk

Postal Address
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

NHS complaints advocacy service

Voice ability provide a free, independent and confidential advocacy service to support people with their NHS complaint.

NHS complaints advocacy: www.voiceability.org/nhs-complaints-advocacy

Healthwatch Oxfordshire hospital discharge experience survey

Have you, or an adult that you look after, stayed in hospital during the last 12 months?

Healthwatch Oxfordshire would like to hear about your experience of leaving hospital, and any care and support you got at home or another place in Oxfordshire in the first few weeks afterwards.

The way that health and social care services work together to support people through this time has changed recently – there is now a bigger focus on getting people settled back at home before looking at what support they will need in the longer term.

Healthwatch Oxfordshire are interested in hearing about what is working well and what could be improved.

Please visit healthwatchoxfordshire.co.uk/news/leaving-hospital for more information and to take the survey.