Compliments, Complaints and Suggestions
Walnut Tree Health Centre treats all patients' complaints extremely seriously. Complaints can be the result of misunderstandings or poor communication and it is the aim of the Practice to try and resolve any complaints directly with the patient in the first instance.
Patients may wish to complain either verbally or in writing and these should be referred to the Practice Manager for resolution.
If the patients formally writes to the Practice, the Practice Manager will acknowledge receipt of the complaint within 3 working days giving an indication of when a response should be expected. The Practice Manager will investigate the complaint and respond with a full explanation or offer a meeting if this seems more appropriate.
Alternatively the patient may wish to complain to Milton Keynes Primary Care Trust who commission Primary Care Services for Milton Keynes. The Primary Care Trust will acknowledge receipt of the complaint, if written, in 3 working days. The Primary Care Trust will contact Walnut Tree Health Centre in order to investigate the complaint whilst liaising with the patient concerned in order to reach a satisfactory conclusion.
If you wish to complain to the Primary Care Trust please call the Complaints Office on 01908 363051 or write to:
Patients Complaints Office, Milton Keynes Primary Care Trust, Hospital Campus, Eaglestone, Milton Keynes, MK6 5NG.
Should the patient still be unhappy with the response of either Walnut Tree Health Centre and/or the Primary Care Trust the complaint can be taken to the Parliamentary and Health Services Ombudsman.
The Ombudsman Helpline telephone number is 0345 015 4033
Or email phso.enquiries@ombudsman.org.uk or fax on 0300 061 4000
The Helpline is open 8.30am to 5.30pm Monday to Friday
Or write to the Ombudsman at:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Any comments or suggestions you may have on how to improve the service offered by Walnut Tree Health Centre are always welcome and can be put in writing to the Reception or Practice Manager. There is a box in reception to post your comments in or you can email the Health Centre on: WalnutTreeHC@mkpct.nhs.uk
Any compliments you may have about the service received at the Health Centre are also gratefully accepted and can be put in writing to the Reception or Practice Manager and posted in the Suggestions Box in the main reception area. Alternativley you can email your comments to: WalnutTreeHC@mkpct.nhs.uk