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
- leave a review on the NHS website
- phone us on 0333 034 1033
Complaints
We hope that most concerns can be sorted out easily and quickly often at the time they arise and with the person concerned, if your concerns cannot be resolved in this way and you wish to make a complaint you or someone nominated by you can either write to the practice manager setting out the nature of your complaint, or supply details over the telephone or in person.
Mrs Sarah Arnold, practice manager or Mrs Carol Gallichan, assistant practice manager, Watership Down Health, The Health Centre, North Street, Kingsclere, RG20 5QX.
Mrs Susie Altmeyer-Ennis, practice business manager or Miss Emily Clifton, assistant practice manager Watership Down Health, Overton Surgery, Station Road, Overton, RG25 3DU.
If you are complaining on behalf of someone else, we may need their written consent to discuss the matter with you.
When we receive details of the complaint, we will send you a written acknowledgement within three working days and, propose a timeframe within which we should be able to investigate your complaint fully. We will then be in a position to offer an explanation or arrange a meeting if requested.
Complaints about a GP, dentist, pharmacist or optician can be made directly to the practice where the NHS service was provided. The practice has direct access to your healthcare records and the staff involved in your care, so it gives the practice the opportunity to help you with any problems and complaints and put things right much more quickly.
Alternatively, if you do not want to contact the practice directly, or you are unsure what to do or who to contact, please get in touch with the Patient Experience and Complaints Team at NHS Hampshire and Isle of Wight, who will explain the options available and help you decide how you would like your enquiry or complaint to be managed.
The easiest way to contact the team is via email: hiowicb-hsi.patientexperience@nhs.net.
Alternatively, you can write to:
Patient Experience and Complaints
Hampshire and Isle of Wight Integrated Care Board
Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PB
Phone
0300 561 2561 (answerphone facility available)
The Parliamentary and Health Service Ombudsman can review your complaint if you are still unsatisfied with the response, their details are as follows:
Website
www.ombudsman.org.uk
Phone
0345 015 4033
By post
Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
If you require independent advice or help in making your complaint, please see below organizations that can help you or carers wishing to pursue a complaint about their NHS treatment or care.
Healthwatch Hampshire
Phone
01962 440262
Email
www.healthwatchhampshire.co.uk
Independent health complaints advocacy service now known as Voiceability
Phone
0300 303 1660