Making a complaint is never easy, but we welcome feedback as it helps us to improve the care and services we provide.
If you are unhappy with any aspect of the care or service you have received from Hughenden Valley Surgeries, you have the right to make a complaint and to have it investigated fairly, openly and confidentially.
How to make a complaint
You can raise a complaint in the following ways:
- In person – by speaking to a member of our staff, who will try to resolve the issue as quickly as possible
- In writing – by contacting the Practice Manager
- Using our complaint form – available to download from this pageComplaints can be made by patients themselves or by a representative acting on their behalf. If you are complaining on behalf of someone else, we will usually require the patient’s written consent.Who handles complaintsAll complaints are managed by the Practice Manager, who is responsible for ensuring that complaints are handled appropriately, fairly and in line with NHS guidance.
Practice contact details:
Practice Manager – Ajanthajini Baheerathan
Hughenden Valley Surgeries
Valley Road
Hughenden
High Wycombe
Buckinghamshire
HP14 4LGWhat happens next
• We will acknowledge your complaint within 3–5 working days
• Your complaint will be investigated thoroughly and impartially
• We will keep you informed of progress during the investigation
• You will receive a written response explaining the outcome and any actions taken
Where appropriate, we will also explain any learning or improvements made as a result of your feedback.
Time limits
Complaints should normally be made within 12 months of the incident, or within 12 months of becoming aware of the issue.
We may still consider complaints outside this time frame where it is reasonable and appropriate to do so.
If you are not satisfied with our response
If you remain unhappy after receiving our final response, you can raise your complaint with NHS England, or escalate it to the Parliamentary and Health Service Ombudsman (PHSO).
Parliamentary and Health Service Ombudsman (PHSO)
Website: https://gbr01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.ombudsman.org.uk%2F&data=05%7C02%7Cashrafur.rahim%40nhs.net%7C9e0c9e61a0274fdc4f6108de4d1425db%7C37c354b285b047f5b22207b48d774ee3%7C0%7C0%7C639032946097642744%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=BFxK7BiYRMmVt6wMlpEqLG7CqgYulPOWhfmywZB9ArM%3D&reserved=0
Telephone: 0345 015 4033