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COMPLAINTS PROCEDURE

Mid Hampshire Healthcare endeavours to provide the best consideration of patient needs at all times. To help us make sure we provide the best possible care and attention, we offer patients the opportunity to tell us, informally, of any suggestions they have for the further improvement of their healthcare. Patients can email rhanney@midhampshirehealthcare.co.uk and should include the word suggestion in the email subject. we will aim to reply within three working days.

If you wish to make a formal complaint about any aspect of our service, please address your concerns to rhanney@midhampshirehealthcare.co.uk and include the word complaint in the email subject or write to Richard Hanney, Mid Hampshire Healthcare, Alresford Surgery, Station Road, SO24 9JL. We will acknowledge your letter within three working days of receipt and initiate a full internal investigation on your behalf. A written explanation will be sent to you within ten working days but, should the investigation take longer, you will be kept informed. On receipt of the written explanation, you will be offered the opportunity to meet in order to discuss the outcome further.

Alternatively, you can choose to raise your complaint about Primary Care services directly with NHS England or the Patient Advice and Liaison Service (PALS), if your complaint concerns care received at Hampshire Hospitals. If you need help in making your complaint you can also approach the Independent Complaints Advisory Service (ICAS).

If you are not satisfied with the outcome of your complaint at local level, you can ask The Health Service Ombudsman to independently review your case. Contact details can be found below

NHS England
NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT
E-mail: england.contactus@nhs.net
Please write ‘For the attention of the Complaints Manager’ in the subject line.
Tel: 0300 311 2233

Hampshire Hospitals Patient Advice and Liaison Service (PALS)
The Customer Care Office,
Basingstoke and North Hampshire Hospital, Aldermaston Road,
Basingstoke,
Hampshire, RG24 9NA
Tel: 01256 486766
Email: pals@hhft.nhs.uk

Independent Complaints Advocacy Service (ICAS)
ICAS
1st Floor, Clarendon House
9-11 Church Street
Basingstoke
Hampshire RG21 7QG
Tel: 0845 600 8616 or 01256 463758
E-Mail: Basingstoke.icas@seap.org.uk  Website: www.seap.org.uk/icas/localmap.html

The Health Service Ombudsman
The Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Tel: 0845 015 4033
Email: phso.enquiries@ombudsman.org.uk Website: www.ombudsman.org.uk

Freepost RTHH-KGST-ZRBC
Healthwatch Hampshire
Westgate Chambers
Staple Gardens
WINCHESTER
SO23 8SR
Tel: 01962 440 262  Website: www.healthwatchhampshire.co.uk

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