Feedback & Complaints

Here at EBPCOOH we think it’s really important to listen to our patients and find out what they think of our services. We use this information to improve and adapt our services to suit the local patient population and to deal with any concerns our patients may have.

We collect your views in a variety of different ways:

Comments boxes at Primary Care Centres and Urgent Care Centres

If you’re at one of our sites and you think you’d like to make a comment about something you’ve seen or experienced while using our services, please ask reception for a comment slip.

Patient Surveys at Primary Care Centres and Urgent Care Centres

You might be offered a Patient Survey to complete while you’re at one of our services. You don’t have to fill one out, but anything you have to say is valuable to us so if you’d like to, please ask reception.

 

Council Meetings

EBPCOOH’s quarterly Council Meetings take place with a range of staff and health bodies but we also like to invite patient groups like Healthwatch. If you’re part of Healthwatch, or another patient forum, we may be receiving your comments via your nominated individual who attends our council meetings.

 

Compliments

If you are pleased with your care and treatment, contact us via email: [email protected] and let us know as this helps us to develop good practice and improve the quality of care. You may wish to tell the staff who have been involved in your care and we’d be happy to pass your message on. Alternatively, complete our online survey.

 

Concerns and Complaints

EBPCOOH always aims to provide the highest quality service, however we realise that things may not always go as well as they should. We value your views on the services we provide and encourage your comments and suggestions in order to help us improve our standards.

If you wish to make a complaint or would like to raise a concern please write to:

Patient Care Manager
East Berkshire Primary Care Out of Hours Services
Inspired,
Easthampstead Road,
Bracknell,
RG12 1YQ

Or e-mail your concerns directly to our Patient Care Team at [email protected]

You will be notified as soon as we receive your complaint or concern, we will then be in touch further as we deal with your complaint according to our complaints procedure.

 

Advice on Making a Complaint:

You can raise an informal concern or complaint or get advice on making a complaint from the Patient Advice and Liaison Service (PALS) on 01753 636 808

or

If you think you need some impartial advice on making a complaint to us or any other Healthcare organisation you can contact SEAP. SEAP provide independent advocacy services to help resolve issues or concerns you may have about your health and well-being or your health and social care services.

You can contact SEAP at:

SEAP Hastings
Upper Ground Floor
Aquila House
Breeds Place
Hastings
East Sussex
TN34 3UY

Tel: 0330 440 9000
Email: [email protected]

 

If Your Complaint is Not Resolved to Your Satisfaction:

If you are not satisfied with the way your complaint has been dealt with by EBPCOOH, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. The Ombudsman is independent of the NHS and of government and their services are free and confidential.

The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
web: www.ombudsman.org.uk

 

NHS 111:

https://www.nhs.uk/using-the-nhs/nhs-services/urgent-and-emergency-care/nhs-111/

East Berkshire CCG:

https://www.eastberkshireccg.nhs.uk/