The Complaints Process

Caring for our patients is our top priority at Church Street Practice. However, we understand that there may be times when we miss something that matters to you.

You may, for example, have experienced issues with our online consultation system, missed a message sent to your NHS App, or had concerns about the care you received from one of our clinicians.

If you don’t feel comfortable addressing this directly with the person involved, please use our complaints procedure below.

Ways to Make a Complaint

how to make a complaint about the service you receive at wantage church street practice poster

1). Speak to Us Directly

If you have a concern, please speak with a member of our team. Our staff are trained to listen to your feedback and can help resolve many issues on the spot.

Alternatively, you can request to speak directly with our Complaints Manager, Julie Bridle.

how to make a complaint about the service you receive at wantage church street practice poster

2. Submit a Written Complaint

Complaints can also be made in writing. You may submit a complaint form (available at our reception) or email us at bobicb-ox.churchstreetpractice@nhs.net.

3. Contact NHS England

If you prefer not to discuss your complaint with us directly, In that case, you may contact NHS England, who will investigate on your behalf:

NHS England

PO Box 16738

Redditch

B97 9PT

Tel: 0300 311 2233

Email: england.contactus@nhs.net

Complaint Handling Process

  1. Acknowledgement – We will acknowledge receipt of your complaint within three business days.
  2. Investigation – Our team will investigate thoroughly, following all NHS guidelines to ensure confidentiality and fairness. Complaint documents are securely stored separately from your medical records.
  3. Communication – We will keep you updated on the status of your complaint and are available to answer any questions throughout the process.

Complaint Outcome

Once our investigation is complete, we will provide a formal response detailing the findings and any actions to address your concerns.

Complaints on Behalf of Others

If you wish to make a complaint on behalf of someone else, the patient’s written consent is required. Please request a third-party complaint form at our reception.

Further Support and Advocacy

If you would like support with your complaint, the following organisations provide advocacy services:

  • POhWER Advocacy: 0300 456 2370
  • Advocacy People: 0330 440 9000
  • Age UK: 0800 055 6112
  • Local Council: Contact for local advocacy services

Next Steps if Unsatisfied

Suppose you are dissatisfied with the outcome of your complaint with us or NHS England. In that case, you may escalate the matter to the Parliamentary and Health Service Ombudsman (PHSO):

Milbank Tower, Milbank

London, SW1P 4QP

or

Citygate, Mosley Street

Manchester, M2 3HQ

Tel: 0345 015 4033

Website: www.ombudsman.org.uk

Download the Complaint Leaflet