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 in writing as soon as possible after the even and ideally within a few days as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else's treatment without their written authority.
Please send your written complaint to :
27 Beaumont Street
Oxford OX1 2NR
or email your complaint to: firstname.lastname@example.org
We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if ther eis something we can learn from this, and make it possible for you to discuss hte issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response will be sent to you.
Complaining on behalf of somebody else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent (signed letter, not email) of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
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 letter/email.
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 circumstances above apply.
If you are dissatisfied with the outcome
You have the right to approach the Ombudsman. The contact details are:-
The Parliamentary and health Service Ombudsman
Tel:- 0345 0154 033