Sending your complaint

We hope that you will be satisfied with our service, but in the event that you have a concern or complaint about your experience with the Richmond GP Out of Hours Service or the care you have received from one of our staff please contact us as soon as possible by one of the following methods:

Patient Care Manager
East Berkshire Primary Care
Out of Hours Services
Clarendon Business Centre
Abbey House
Grenville Place
RG12 1BP

If you are unsure how to send us your complaint you can call us on 0300 024 3333  (this number is not for medical advice)

Our complaints procedure works alongside the NHS complaints system. We hope that most problems can be sorted out quickly and easily, as soon as possible. If you’re making a complaint, please let us have details within 12 months of the incident that caused the problem, or within 12 months from the time you became aware of the problem.


Our service pledge

Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We will contact you to acknowledge receipt of your complaint within 3 working days of it reaching us. We will then be in touch to agree a timescale with you and discuss how the investigation will be carried out.

When we review your complaint we will:

  • Find out what happened
  • Find out what went wrong
  • Discuss the issue with our senior medical team if appropriate
  • Identify procedures to ensure the problem does not occur again

Following the investigation you will receive a response from us which will detail how the complaint was investigated, evidence considered, conclusions reached and any action that is to be taken.


Complaining on behalf of someone else

If you are complaining on behalf of someone else, we need to know that you have their permission to act on their behalf, due to medical and data protection laws. We will require a signed note from the person you are representing, unless they are under the legal age of consent and you are their legal guardian, or there is an appropriate reason why they cannot give consent to you acting on their behalf.


Taking a complaint further

If you are dissatisfied with the way your complaint has been handled, you have the right to contact the Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Tel: 0245 0154033
email: [email protected]

The Independent Health Complaints Advocacy (SEAP) provides confidential advice and support to patients on any concerns or complaints relating to care receive from any organisation. You can contact SEAP at:

SEAP Hastings
Upper Ground Floor
Aquilla House
Breeds Place
TN34 3UY
Tel: 0330 440 9000
email: [email protected]


How we use your information

We keep records about the healthcare and treatment you receive. These help ensure that you receive the best possible care from us.

Everyone working for the NHS is subject to the Common Law Duty of Confidence. Information provided in confidence will only be used for the purposes stated and consented to by the patient unless in certain other circumstances covered by the law.

Under the NHS Confidentiality Code of Conduct, all our staff are also required to protect your information, inform you of how your information will be used and allow you to decide if and how your information can be shared. This will be recorded in your records.

We may share your information for health purposes with organisations or Health Professionals directly involved in your care.

If we are asked to share information with a non-NHS organisation that does not directly relate to your care, we will always seek your consent prior to any information being shared. If you choose not to consent to this when asked, then that decision will be recorded and respected.

If you would like further information on access to your health records or how we use your data, please contact us.