Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think we can improve the service we provide.

Making a complaint:

If you have a complaint or concern about the service that you have received from the doctors or staff working for this practice, please speak to our receptionists and they will advise you of the procedure.

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 in writing, ideally within a matter of days or at most a few weeks because this will enable us to establish the facts in a timely manner.  If it is not possible to do this, please let us have details of your complaint:

• Within 12 months of the incident that caused the problem or
• Within 12 months of discovering that you have a problem, provided it is within 12 months of the incident.

Please complete the complaints form below:

• Patient Complaints Form

Please submit your complaint in writing and give as much information as you can.  Send your complaint to the practice for the attention of the Practice Manager as soon as possible.  Alternatively, you can email your complaint to houghton.enquiries@nhs.net.

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have carried out an investigation and responded within 10 working days of the date you raised it with us.

Complaining on Behalf of someone else:

Please note that we keep strict rules of medical confidentiality.  If you are complaining on behalf of someone else, we must know that you have their permission to do so.  A note signed by the person concerned will be required unless they are incapable (because of illness) of providing this.

• Complaining on behalf of someone else

What you can do next:

If you feel that you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint then you can contact Bedford, Luton and Milton Keynes Integrated Care Board (details on page 2).  They will provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide.

Email: blmkicb.contactus@nhs.net

Or wite to:

Office of CEO and Chair
3^rd Floor
Arndale House
The Mall
Luton
Beds  LU1 2LJ

Telephone: 0800 148 8890

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case.  They are an independent body established to promote improvements in healthcare.  Their contact details are:

The Parliamentary and Health Service Ombudsman
11^th Floor
Millbank Tower
London
SW1P 4QP

Email: phso.enquiries@ombudsman.org.uk

Telephone: 0345 015 4033

Help us to get it right

We constantly try to improve the service we offer.

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.