We use cookies to help provide you with the best possible online experience.
By using this site, you agree that we may store and access cookies on your device. Cookie policy.
Cookie settings.
Functional Cookies
Functional Cookies are enabled by default at all times so that we can save your preferences for cookie settings and ensure site works and delivers best experience.
3rd Party Cookies
This website uses Google Analytics to collect anonymous information such as the number of visitors to the site, and the most popular pages.
Keeping this cookie enabled helps us to improve our website.
Talk to us
We are always eager to receive feedback on the services we provide, and every patient has the right to make a complaint about the treatment or care they have received at The Hungerford Surgery
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.
Alternatively, ask to speak to the complaints manager, Mike Hall, Practice Manager, but note this may need to be a booked appointment.
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain using our secure online form
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Southeast Complaints Hub
NHS Frimley ICB
King Edward VII Hospital
St Leonards Road
Windsor
SL4 3DP
- Telephone: 0300 561 0290
- Email: Frimleyicb.southeastcomplaints@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager (or deputy) will respond to within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient and will ask for the patient’s consent where it is appropriate to do so.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Compliments and suggestions
We welcome your feedback where you feel we have done well, and any suggestions on what the practice could improve on.
There is a comments book at reception, a suggestion box in the waiting room and you can email us using our secure online form
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK can be contacted on 0800 055 6112
- Local Council can give advice on local advocacy services
- Other advocates and links can be found on this Parliamentary and Health Service Ombudsman website
Further action
If you are dissatisfied with the outcome of your complaint from either the South East Complaints Hub, the ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower,
Milbank,
London
SW1P 4QP
Citygate
Mosley Street,
Manchester
M2 3HQ
Telephone: 0345 015 4033