Burma Hills Surgery Complaints Procedure

We strive to provide the best possible service to all of our patients. But if you feel unhappy about any aspect of your care or our service, then do let us know your feedback will help us to improve standards. Please also see our Complaints and Concerns Leaflet for more information.

Who Can Make A Complaint?

A complaint may be made by any current or past patient, their appointed representative or if the patient is a child, by a parent, guardian or an organisation under the Children Act 1989. Where the patient is an incapable adult, a relative or other adult person who has legal responsibility for the patient’s welfare may make the complaint instead. The complaint must be made within 6 months of the date of the occurrence or from when it was first noticed.

How Can I Complain & What Happens?

In most cases, complaints can be dealt with simply and informally by talking them through with the Patient Services Team Manager, Vicki Jefferies who will investigate the problem. If you wish to register a formal written complaint then you can do so via the form on our website /navigator/feedback/ or by writing to:

Complaints Officer
Burma Hills Surgery
Ashridge Road
Berks RG40 1PH
Telephone: 0118 978 5854

Complaints, whether verbal or written, will be:

  • Logged
  • Acknowledged, either verbally or in writing, within three working days starting from the day on which your complaint was received or, where that is not possible, as soon as is reasonably practicable; and
  • Properly investigated;
    • Within 30 working days from receipt of your complaint or where that is not possible (e.g. due to absences), as soon as reasonably practicable, you will receive a written summary of the investigation and its conclusions

Where an investigation requires consideration of the patient’s medical records by someone outside of the Practice, you will be notified that it will involve disclosure of your records to a third party.

The Patient Services Manager will keep a record of your complaint and copies of all correspondence relating to it. This is kept separately from your medical records.

What If I’m Not Happy With The Outcome Of My Complaint?

We would like to think that we can satisfactorily resolve the majority of complaints but if you are not completely satisfied, you have the right to move on to the next stage of the NHS Complaints procedure, as follows:

  • Contact: NHS England,
    PO Box 16738
    B97 9PT
    Tel: 0300 311 22 33
    Email: england.contactus@nhs.net.
  • If after mediation you still feel your complaint has not been satisfactorily resolved, you can refer the matter to the Health Services Ombudsman by writing directly to:
    The Parliamentary & Health Services Ombudsman,
    Millbank Tower,
    London, SW1P 4QP
    Tel: 0345 015 4033
    Website: www.ombudsman.org.uk