Complaints Policy

We make every effort to give the best service possible to all our patients but we understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Our complaints procedure complies with the NHS Complaints System and is designed to be simple and straightforward.  We aim to resolve problems as quickly and as amicably as possible and ensure that lessons are learned.

Our process

How to make a complaint

Every patient has the right to make a complaint about the treatment or care they have received at Montgomery-House Surgery in the way that best suits them

• In person by speaking to our Patient Services team,
• In writing by submitting a letter
• By using our online complaints form

If you do not want to contact us, you can raise your concern with NHS Frimley ICB will contact us on your behalf:

South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY

Phone: 0300 561 0290

Timescales for complaints

A complaint must be made within 12 months of the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. We will usually acknowledge your complaint within three working days and will aim to investigate and provide you with the findings as soon as we can and provide regular updates.

Investigating complaints

We will investigate all complaints effectively and in accordance with relevant legislation and guidance.

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents relating to complaints are held separately from the patients’ healthcare records. 

Third party complaints

We allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.

Advocacy support

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People give advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• Healthwatch Oxfordshire

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or Montgomery-House Surgery, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO)