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, Watership Down Health, Kingsclere Health Centre, Kingsclere Berkshire, RG20 5QX.

Miss Louise Laithwaite, Practice Manager, Watership Down Health, Overton Surgery, Station Road, Overton, RG25 3DU.

Mrs S Altmeyer-Ennis, Practice Business 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.

We hope that we will be able to deal with your complaint satisfactorily but in the event you are not satisfied with our response, or you would prefer, you can ask NHS England to look into your complaint their details are as follows. Please write ‘For the attention of the Complaints Manager’ in the subject line.

Email – NHS England: contactus@nhs.net

Contact Number: 0300 311 22 33 (Monday to Friday, 08:00 to 18:00, excluding English Bank Holidays. On Wednesdays, hours are 09:30 to 18:00)

By Post: PO Box 16738, REDDITCH, B97 9PT

Health Service Ombudsman

The 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

Telephone: 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 organisations that can help you or carers wishing to pursue a complaint about their NHS treatment or care.

Healthwatch Hampshire

Telephone: 01962 440262

Website: www.healthwatchhampshire.co.uk

Voiceability (formerly Independent Health Complaints Advocacy Service)

Telephone: 0300 303 1660

Email: helpline@voiceability.org