Complaints & Compliments Procedure

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.

To pursue a complaint please contact Clair Brown who is our Patient Services Manager and she will deal with your concerns appropriately. If you wish to make a complaint, please email the complaint in writing to burdwoodsurgery@nhs.net or post it to the following address:

Burdwood Surgery
Wheelers Green Way
Thatcham
Berkshire
RG19 4YF

and make it for the attention of Clair Brown.

Further written information is available regarding the complaints procedure from reception.

If you have worries about other organisations please contact the hospital or service responsible for providing your care so that they can work with you to put things right.

If your complaint or concern is about a service you have received from another GP, optician, dentist or pharmacist please contact NHS England:

Post: NHS England, PO Box 16738, Redditch B97 9PT

Email: England.contactus@nhs.net

Tel: 0300 311 22 33 (Monday to Friday 8.00am to 6.00pm)

You can also contact your local Clinical Commissioning Group – the doctors, nurses and NHS staff who plan and fund local health services.

If you would like to give feedback or raise your concerns informally please call the Patient Advice and Liaison Service:

Write to:
CCG Patient Advice and Liaison Team (PALS)
NHS Berkshire West CCG
57-59 Bath Road
Reading
Berkshire
RG30 2BA

Email: bwccg.bwpalscomplaints@nhs.net

Telephone: 0118 982 2720

PALS can provide assistance and information regarding NHS services.

If you would like to make a complaint relating to South, Central and West Commissioning Support Unit:

Write to: Complaints Manager at Priory Road Medical Centre, Priory Road, Park South, Swindon SN3 2EZ

Tel: 0300 200 8844.