Complaints Procedure

If you have a complaint or concern about the service you receive from the doctors or any of the staff working in the practice, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will establish what happened more easily. We ask that whenever possible you make your complaint within 6 months of the incident that caused the problem, or within 6 months of discovering that you have a problem provided this is within 12 months of the incident.

This 12 month limit does not apply if the responsible body is satisfied that;

  • there were good reasons for not making the complaint within that time limit
  • despite the delay, it is still possible to investigate matters effectively & fairly

Complaints should be submitted through our website at: www.windrushmedicalpractice.co.uk/navigator/suggestions-comments-and-complaints

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 Tracey Walker – Patient Services
  • Miss Hannah Drew-Smythe – Nursing/HCA
  • Miss Stacey Bunce – Administration and Facilities
  • Mrs Cher Kominek – Dispensary
  • Practice Manager – Mrs Hattie Clay

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

Please note that we keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so. Please visit www.windrushmedicalpractice.co.uk/practice-information/complaints-procedure and complete the advocacy complaint consent form or speak with our Patient Services Team if you do not have internet access to organize a copy of the consent form, unless they are incapable (because of illness) of providing this.

Out of Hours

All complaints for that relate to the out of hours service should be directed to the Intermediate Emergency Care Service (IECS), copy to the practice please.

Operational Manager
Urgent Care Service
Oxfordshire Health
Abingdon Hospital Marcham Rd Abingdon
OX14 1AG