If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints and our system meets the national criteria.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally on the day.
This is because the sooner we know about a problem; the easier it will be for us to establish what happened. In any event, please let us have details of your complaint:
Claire Hunter – Operational Assistant is the initial point of contact for South Reading & Shinfield Group Medical Practice for complaints.
We will acknowledge your complaint within five working days and establish your preferred method of contact for future correspondence. During this first point of contact we will agree an appropriate timescale to investigate your complaint depending on the severity or complexity of the situation. We shall then be in a position to offer you an explanation or a meeting with the people involved, should you wish.
When we look into your complaint, we shall:
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed to authorize you to complain on their behalf.
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If for any reason you feel that the practice complaints procedure has not resolved your problem, then another step to take is to contact the local PALS (Patient Advice and Liaison Service).
For PALS/ Enquiries
What is PALS and how can it help you?
PALS is a free, informal and confidential patient advice service providing support and guidance across our services. It also assists carers and relatives and recognises their essential role. We improve services by listening to your concerns, suggestions and experiences and ensure that people who design and manage services are aware of the issues you raise. PALS also provides an early warning system for NHS Trusts and monitoring bodies by identifying gaps in services and reporting.
As a service user, relative or carer PALS can help you in the following ways:
PALS works in your best interests, and with your permission, will work directly with all services to resolve all problems.
If you’d like to give feedback or raise your concerns informally please call PALS on:
Tel: 0118 9822829
Visit the office at:
Room 1.1.13 , Prospect Park Hospital
Honey End Lane, Reading, RG30 4EJ
Another option is to contact the NHS England national call centre:
What you need to provide
Provide as much information as possible to allow NHS England to investigate your complaint. Include some or all of the following:
Complaining to NHS England:
By post to: NHS England
PO Box 16738
By email to: firstname.lastname@example.org
Please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
NHS England will take a note of your complaint and arrange for it to be passed to a case officer
If you are not content with our reply, the next step is to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint and how it has been handled.
The Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service