🌟 Your Feedback Matters! 🌟

At Misbourne Practice, we’re dedicated to providing the best care possible—and your feedback helps us make that happen! 💜

📝 How You Can Share Your Thoughts:
✨ NHS Feedback – Rate and review our services online.
✨ Healthwatch – Share your experience to help shape local healthcare.
✨ Patient Participation Group – Get involved and have your say!
✨ Friends and Family Test – A quick way to tell us how we’re doing.
✨ Online Feedback – Convenient and accessible anytime.
✨ Compliments & Complaints – Tell us what we’re doing well or how we can improve.
✨ Patient Opinion – Your honest views help us grow.

💬 Why Your Feedback Is Important:
Your voice helps us improve services, enhance patient care, and create a better experience for everyone in our community.

📢 Let’s Work Together for Better Care!

At The Misbourne Practice, we are committed to providing high-quality care and services. We welcome feedback because it helps us understand what we are doing well and where we can improve.

If you are unhappy with any aspect of the care or service you have received from the practice, please let us know.

Making a complaint will not affect your current or future care. Complaints are handled confidentially, and information will only be shared with those who need it in order to investigate and respond to your concerns, or where we are otherwise required to do so by law.

Raising a concern early

Where possible, we would like the opportunity to resolve concerns quickly and at the time they arise. You can speak to any member of the practice team or ask to speak to the Operations Manager who will then organise the time to take your complaint.

If a concern or complaint is made verbally and is resolved to your satisfaction by the end of the next working day, it may be dealt with through our early-resolution process rather than the full complaints procedure.

You do not have to try informal resolution first. You can make a complaint at any time.

How to make a complaint

A complaint can be made:

• verbally, including by telephone or in person;
• in writing;
• electronically using our online complaints form; or
• by someone acting on your behalf, where appropriate.

You do not have to put your complaint in writing for us to accept it.

If you make a complaint verbally and we cannot resolve it to your satisfaction by the end of the next working day, we will make a written record of the complaint and provide you with a copy.

You can:

Make a complaint online:
Make a Comment(/leave Feedback)

Write to the Complaints Manager at:

The Misbourne Surgery
Church Lane
Chalfont St Peter
Buckinghamshire
SL9 9RR

or

St Giles Surgery
Townfield Lane
Chalfont St Giles
Buckinghamshire
HP8 4QG

You can also telephone or speak to a member of the practice team and ask for your complaint to be passed to the Operations Manager.

Please give us as much information as you feel able to provide. It is helpful if you tell us:

• what happened;
• when it happened;
• who was involved, if known;
• how it affected you;
• what you would like us to consider or do to put things right.

Providing this information helps us investigate your concerns effectively, but you do not have to complete a particular form or format in order to make a complaint.

When should I make my complaint?

Complaints should normally be made within:

• 12 months of the date the matter being complained about happened; or
• 12 months of the date you first became aware of the matter, if this was later.

We may still consider a complaint made outside this period where there was a good reason for the delay and it remains possible for us to investigate the complaint fairly and effectively.

If we decide that we cannot consider a late complaint, we will explain the reasons to you.

Complaining on behalf of someone else

You can make a complaint on behalf of another person.

Because we have a duty to protect patient confidentiality, we will normally need the patient's consent before we can share information about their care with you.

Different arrangements may apply where the patient:

• is a child or young person;
• has asked you to act on their behalf;
• lacks capacity to make the complaint themselves;
• is physically unable to make the complaint; or
• has died.

Children and young people may also make complaints in their own right where appropriate.

Where a representative makes a complaint, we will consider what information can appropriately be shared with them and whether they are acting in the patient's best interests.

Please contact the Complaints Manager if you need advice about consent or making a complaint on behalf of somebody else.

What happens after you make a complaint?

1. We will acknowledge your complaint

We will acknowledge receipt of your complaint no later than three working days after the day on which we receive it. The acknowledgement may be provided by SMS text message, email, letter or telephone, taking into account your preferred method of communication where known.

At the time we acknowledge your complaint, we will offer you the opportunity to discuss how your complaint will be handled and the likely timescale for completing the investigation and providing our response.

Your complaint will then be passed to our Operations Manager, who will normally contact you within five working days of the acknowledgement to arrange a mutually convenient time for this discussion.

As part of that discussion, we will seek to clarify:

• the concerns you would like us to investigate;
• the outcome you are seeking;
• how we propose to investigate your complaint;
• how you would prefer us to communicate with you; and
• the period within which we expect to complete the investigation and provide our response.

If you do not wish to have this discussion, we will determine an appropriate response period and notify you of that period in writing.

2. We will investigate your concerns

Your complaint will be considered fairly and objectively.

Our investigation may include:

• reviewing relevant clinical or administrative records;
• speaking to members of staff involved;
• reviewing relevant policies, procedures, guidance or standards;
• considering what should have happened against what actually happened; and
• considering whether anything needs to change as a result.

Staff who are the subject of a complaint will normally be given an appropriate opportunity to provide information about what happened.

Where appropriate, we may offer to speak or meet with you as part of resolving your concerns.

3. How long will it take?

The appropriate timescale will depend on the nature and complexity of your complaint.

We aim, where possible, to provide a full response within 28 working days.

When we acknowledge your complaint, we will offer to discuss and agree a realistic timescale with you.

Some complaints may take longer, particularly where they involve complex clinical issues, several members of staff or more than one organisation.

If we are unable to complete the investigation within the timeframe originally given to you, we will:

• tell you about the delay;
• explain the reason;
• provide a revised expected completion date; and
• keep you appropriately updated until the investigation is complete.

If, exceptionally, we have not been able to provide our final response within six months, we will write to you explaining the reason for the delay and the expected timescale for completion.

4. Our final response

When our investigation is complete, we will provide you with a written final response.

Where appropriate, the response will explain:

• the issues we investigated;
• how we investigated them;
• what we found;
• whether anything went wrong;
• the reasons for our conclusions;
• any apology or remedy that is appropriate;
• any learning or improvements identified as a result of your complaint; and
• any actions that we have taken or plan to take.

The response will also confirm that our complaints procedure has concluded and explain what you can do if you remain dissatisfied.

Complaints involving more than one organisation

Sometimes a complaint involves more than one NHS organisation or another health or social care organisation.

Where appropriate, and with the necessary consent, we will work with the other organisation or organisations so that the complaint can be handled in a coordinated way.

If your complaint has been sent to us but should be handled by another organisation, we will explain this to you. We will not forward your complaint or confidential information to another organisation without the appropriate consent.

Complaining directly to the NHS commissioner

If your complaint is about the NHS GP services provided by The Misbourne Practice and you do not wish to complain directly to us, you may instead make your complaint to the commissioner of the service, NHS Thames Valley Integrated Care Board (ICB).

You can choose whether to complain to:

The Misbourne Practice

or

NHS Thames Valley ICB as the commissioner.

The same complaint should not be investigated simultaneously through both routes under the NHS complaints procedure.

For patients in Buckinghamshire, NHS Thames Valley ICB can currently be contacted at:

NHS Thames Valley Integrated Care Board – Complaints Team
First Floor, Unipart House
Garsington Road
Cowley
Oxford
OX4 2PG

Telephone: 0118 982 2720
Email: bobicb.palscomplaints@nhs.net

Further information is available on the NHS Thames Valley ICB Complaints and Compliments webpage - NHS Thames Valley - Complaints and Compliments. 

If you remain dissatisfied after our final response

If you have completed our complaints procedure and remain dissatisfied with our final response, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to consider your complaint.

The Ombudsman is independent of the NHS and its service is free.

Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ

Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

You can also make a complaint to the Ombudsman through its website.

Independent help with your complaint

Free and independent NHS complaints advocacy is available to people who would like help understanding the complaints process, preparing a complaint or communicating with an NHS organisation.

Information about local NHS complaints advocacy services is available through Healthwatch Bucks.

Please tell us if you need help to make a complaint because of a disability, communication need, language need or any other reason. We will make reasonable adjustments wherever possible and can provide information in an alternative format where required.

Other organisations

Care Quality Commission (CQC)

The Care Quality Commission regulates health and social care services in England.

You can share information with the CQC about the quality or safety of care provided by the practice.

The CQC does not normally investigate or resolve individual complaints on a patient's behalf, but the information it receives helps it monitor services and identify concerns about quality and safety.

Telephone: 03000 616161

Information Commissioner's Office (ICO)

If your concern relates specifically to the way your personal information has been used or protected, please raise this with the practice in the first instance so that we have an opportunity to investigate it.

If you remain dissatisfied with the way a data protection concern has been handled, you may have the right to raise the matter with the Information Commissioner's Office (ICO).

Telephone: 0303 123 1113

Our commitment

We take complaints seriously.

We will:

• listen to your concerns;
• treat you fairly and respectfully;
• investigate complaints proportionately and objectively;
• communicate with you throughout the process;
• apologise where something has gone wrong;
• take appropriate action to put things right where possible; and
• use feedback and complaints to learn and improve our services.

Making a complaint will not adversely affect the care or treatment you receive from us.