Complaints Policy Manor Park Medical Centre (MPMC)
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you have concerns or are unhappy about any of our services, please contact us as per below guideline:
- All complaints must be addressed to Manor Park Medical Centre Complaint Officer:
- A complaint can be made: By telephone: 01753 539 991 By email: firstname.lastname@example.org
- Via online through our website ; MANOR PARK MEDICAL CENTRE (manorpark-medicalcentre.co.uk)
- By post at below address: ▪ Manor Park Medical Centre ▪ 2 Lerwick Drive, Slough, Berkshire, SL1 3XU ▪ Slough.
- For any further information at the main reception please ask to speak to Practice Complaints Officer - Preeti Dhanoa.
How you make a complaint about primary care services?
July 2023 - How you make a complaint about primary care services has changed
There are two ways people can make a complaint about GPs, dentists, opticians or pharmacies:
o They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or
o They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received.
From 1 July 2023 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the Complaints team via new contact details below:
South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Phone number: 0300 561 0290
Email address: email@example.com
As each email received is so important to the team, an acknowledgement to all complaints will be sent as soon as possible.
Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.
Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.
Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.