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General feedback

Feedback can be provided in writing, over the telephone or by email.

How to make a complaint

Initially you should speak to the Service Manager who will work with you to resolve the issue.  To speak with the Service Manager please contact the surgery by telephone – 01245 351 351.

You can tell us about your concern or complaint in writing, in person, over the telephone or by email.

If you prefer to talk to someone not involved in your care or if you wish to make a formal complaint, you can raise the issue with the Virgin Care Customer Services Team instead by calling 0300 303 9509* or writing to Customer Services Team, Englefield Green Health Centre, Bond Street, Surrey TW20 0PF.

You can also request copies of our complaints process and information about our Virgin Care Patient Advice and Liaison Service by calling the team on 0300 303 9509*, or accessing them online.

Other organisations you can contact

If you’d prefer, you can also complain to our commissioner for this service: NHS England.  You can write to NHS England at PO Box 16738, Redditch, B97 9PT or telephone 0300 311 22 33*.

There are also various other organisations that can help you with your concern or complaint including Healthwatch and local advocacy services. Please call the Customer Services Team on 0300 303 9509* if you would like more information and details of how to contact these organisations.

Parliamentary and health service ombudsman

If you remain unhappy with our final response you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. However, they will only consider your case if it has been investigated thoroughly by the service provider. You should do this within twelve months of your complaint to us.
Parliamentary and Health Service Ombudsman
Millbank Tower Millbank
London SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

*Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls. 

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