Suggestions and Complaints
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 the practice manager who will deal with your concerns appropriately. Our complaints leaflet is attached here with details of other organisations who may be able to help you.
Practice Complaints – A Guide for Patients
Woodlands Medical Centre is committed to offering a friendly, efficient and caring service to our patients. We welcome all feedback.
You can place a comment or suggestion into the Patient Participation Group (PPG) suggestion box which is situated in the waiting room.
You can write to the Operations Manager or the Practice Manager. Please provide your email address if you have one.
If you have a formal complaint, you can make this complaint in writing or via email to the Operations Manager or Practice Manager and we will make a record of the details of your complaint. Try and make your complaint as soon as possible after the event & try to give as much detail with dates as you can.
What happens when I make a written complaint?
We will strive to acknowledge your letter or email within three working days of receipt while the matter is investigated.
- We may telephone you in response to your letter or email to clarify any points. We will follow up these conversations in writing.
- We aim to have completed any investigation of your complaint, and provided a confidential response, within twenty five working days.
- You will not be penalised or discriminated against if you make a complaint, we welcome feedback and wish to know if we have fallen short in our service to patients.
- The senior partner will be kept fully informed.
What can I do if I am not happy with the response?
You can contact the Patient Advice and Liaison Service for advice.
Local freephone line: 0800 052 6088
Tel: 01865 738567
Or you can write to the Clinical Commissioning Group addressing your complaint to:
The Complaints Team
Oxfordshire Clinical Commissioning Group
5510 John Smith Drive
Oxford Business Park South
Oxford, OX4 2LH
Or you can contact SEAP – Independent Health Complaints Advocacy
Independent Health Complaints Advocacy is a free, independent advocacy service that can help you make a complaint about any aspect of your NHS care or treatment.
PO Box 16738 | Redditch | B97 9PT
Tel: 0300 3 11 22 33
The Patients Association
This is a national healthcare charity that highlights the concerns and needs of patients. Their helpline number is 0845 608 4455 and they provide advice, health news, signposting to further information and general advice.
Please Note: Complaints concerning District Nurses, Health Visitors and Midwifery Services should be made to the appropriate person in Oxfordshire Clinical Commissioning Group.
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