Feedback and Complaints
At Malthouse Surgery, we are committed to providing the highest standard of care to all our patients.
We welcome feedback, whether positive or negative, as it helps us to improve our services.
If you are unhappy with any aspect of the care or service you have received, please let us know.
We take complaints seriously and aim to resolve them as quickly and fairly as possible.
What Happens Next
- We will acknowledge your complaint within 3 working days
- We aim to provide a full response within 20 working days
- If a full response takes longer, we will keep you updated
- Your complaint will be investigated fairly and confidentially
- You will receive the outcome and details of any changes we plan to make as a result
Support with Making a Complaint
If you need independent advice or support, you can contact:
- NHS England (for complaints about GP, dentist, pharmacy or optician services)
www.england.nhs.uk/contact-us/complaint
Tel: 0300 311 22 33 - Patient Advice and Liaison Service (PALS) – available to guide and support you
- Healthwatch Oxfordshire – an independent service that champions patient rights https://healthwatchoxfordshire.co.uk/
Taking Your Complaint Further
If you are not satisfied with how we have handled your complaint, you can refer the matter to:
Parliamentary and Health Service Ombudsman (PHSO)
www.ombudsman.org.uk
Tel: 0345 015 4033
Feedback and Suggestions
Not all feedback is a complaint. If you would like to share a suggestion or compliment, please let us know.
Your comments help us to celebrate what we do well and improve where needed.
How to Make a Complaint
You can make a complaint in the following ways:
- In writing – addressed to the Practice Manager
- In person – by asking to speak to the Practice Manager or a member of the management team
If you prefer, you may also complete our online feedback form.
This will be sent directly and handled in the same way as any other complaint.
