Your views about the services we provide can be very
useful for us. If you feel that you’ve had a good service, please tell
us. It is helpful for us to know what we’re doing well.
If you are dissatisfied or have a complaint, this section explains the
different options available to you. Click on a link or scroll down the
page to read all of your options.
Remember that if you are complaining on behalf of someone else, that
person’s permission may need to be obtained in order that the concerns
may be investigated.
The Rycote Practice
We welcome any suggestions or constructive criticism on how we can
improve our services. Please speak to your Doctor or ask to speak to the
Practice Manager. Our contact information is available
here.
We aim to respond within 10 days. Patients who make comments or
complaints will not be discriminated against, nor will their treatment
be affected.
PALS
If you feel we have not been able to help or feel uncomfortable about
talking to us, then the patient advice and liaison service (PALS) can
help.
All NHS trusts have a patient advice and liaison service (PALS).
Buckinghamshire Primary Care Trust PALS is able to help with issues
involving The Rycote Practice. They have local knowledge of services and
will deal with your problem in complete confidence.
PALS (Patient Advice and Liaison Service)
Buckinghamshire PCT
3rd Floor Rapid House
40 Oxford Road
High Wycombe
Bucks
HP11 2EE
Tel: 0800 328 5640 (free-phone)
Text: 07876 231045
Email:
PALS@buckspct.nhs.uk
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Out of Hours
Care
If you have a concern, wish to make a complaint about the treatment you
have received, or any other matter connected with the Buckinghamshire
Urgent Care service,
you should call them direct on 0300 130 3035.
Community Services
This includes the community hospital, district nursing services, health
visitors and other services such as dietetics and podiatry. They are
organised and run by the Primary Care Trust. In the first instance speak
to the member of staff at The Rycote Practice or Bucks PCT PALS.
If you are still unhappy you can write to:
Ed MacAlister-Smith (Chief Executive)Buckinghamshire Primary
Care Trust
Rapid House
40 Oxford Road
High Wycombe
HP11 2EE
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Your complaint will be acknowledged within two working days and
the aim is to give a full response within 25 working days. If it is
going to take longer, you will be informed accordingly. In the final
response, you are informed of the outcome of the investigation and any
actions the PCT is taking.
Stoke
Mandeville, Wycombe or Amersham Hospital
If you wish to raise an issue about care, treatment or any of the
services you have received at one of these hospitals, you can contact
their Patient Advice and Liaison Service.
Oxford Hospitals
If you wish to raise an issue about care, treatment or any of the
services you have received at one of these hospitals, you can contact
their Patient Advice and Liaison Service.
Oxfordshire and Buckinghamshire Mental Health (OBMH) Trust
The OBMH trust provides mental health services. This includes Charter
House in Thame, other community services for children and adults, and
also in-patient services at hospitals across the region.
For information, help and support contact the PALS office. There are two
offices, and there are also clinics held at in-patient wards across the
two counties. Both telephone numbers are freephone.
Independent Review
If you feel your complaint is not resolved to your satisfaction, you can
request an Independent Review. You should do this within 6 months of the
date of the PCT response or the Practice response to your complaint. You
should write, detailing which parts of your complaint you feel have not
been resolved, to:
Healthcare Commission Complaints Team
5th Floor
Peter House
Oxford Street
Manchester
M1 5AN
Tel: 0845 601 3012 |
If you are still dissatisfied after the NHS complaints procedure has
been completed you can ask the Health Service Commissioner (Ombudsman)
to investigate your case.
The Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0845 015 4033 |
ICAS
If you need help with making your complaint, you can contact
your local Independent Complaints Advocacy Service (ICAS). This is an
independent body set up to represent patients’ interests.
ICAS is able to offer interpreting services to anyone who
requires these.
ICAS
Kingfisher Exchange
3rd Floor Kingfisher House
Walton Street
Aylesbury
Bucks
HP21 7AY
Tel: 01296 468170
Email:
aylesbury.icas@seap.org.uk |
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