We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving Feedback
To provide feedback:
- Fill out a feedback form.
- Take part in the Friends and Family Test.
- Phone us on 0118 969 0160.
Thank you for taking time to send this wonderful feedback, this will be passed onto the relevant staff, their manager & the practice manager.
Would you mind also leaving the same review on this link: General Practice Feedback Survey | The Loddon Vale Practice
Making a Complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event. This should ideally be within a few days, as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event, which is the subject of the complaint, occurred.
- 12 months from the date on which the event, which is the subject of the complaint, comes to the complainant’s notice.
If you are a registered patient, you can complain about your own care.
Suggestions and Complaints
We are keen to hear your views about our services
From time to time we distribute questionnaires to learn your views about the services offered by the practice and our local hospitals. Please help by returning your completed questionnaires to reception promptly. Additionally, a suggestion box is located in the waiting room of the surgery and you are encouraged to comment on any matter relating to the practice and the services we offer.
How to complain
If you have a complaint or concern about the services that you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure to deal with your complaints. This procedure does not and cannot attempt to address any questions of alleged negligence or compensation. However, it does not affect your right to make a formal complaint to NHS England if you so wish, their contact details are as follows:
Address
NHS England
PO Box 16738
Redditch
B97 9PT
Phone
0300 312 233
Email
england.contactus@nhs.net
Nor does it affect your right to seek compensation in law. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
We take all complaints seriously and, following each incident, we always consider the implications raised and discuss them at practice meetings for training purposes and the application of lessons learned.
All details of your complaint and actions taken to investigate and resolve any issues will be logged by the practice. We audit our complaints system regularly and consider changes in procedures in order to improve our service.
Each year we forward an annual report to NHS England notifying them of the number and types of complaints we have received.
Your complaint should be in writing and addressed to our practice manager, who will ensure that it is investigated thoroughly and as speedily as possible.
We must ensure strict adherence to the rule of confidentiality and cannot provide confidential information without the appropriate permission of the patient in question.
Complaints can be sent in writing to:
The Loddon Vale Practice,
Hurricane Way,
Woodley,
Reading,
Berks,
RG5 4UX
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints will be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.