Complaints Policy


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We welcome all concerns, comments and complaints about Strawberry Hill Medical Centre and the services we offer.

We value feedback as it helps us to learn and make improvements to our service where appropriate.


Making a Complaint

Most problems can be resolved quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way or wish to make a formal complaint you should do so, preferably in writing as soon as possible to the practice.

Send your written complaint to:

For the Attention of the Deputy Practice Manager

Strawberry Hill Medical Centre
Old Bath Road
RG14 1JU


What we do next

We will acknowledge receipt within 5 working days and aim to have looked into the matter within 25 working days. If any delay should occur, we will do our best to keep you informed. 


Complaining on Behalf of Someone Else

We have strict rules to follow on medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require written consent from the patient to confirm that they would like to proceed with the process and that they are happy for us to correspond with the complainant.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Should you wish to take your complaint further or complain via a route other than the practice you can contact NHS England or the Parliamentary and Health Service Ombudsman.


Support and advice services

The Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters.

They provide a point of contact for patients, their families and their carers.

Find information on your local PALS and how to contact them

The Independent Complaints Advocacy Service (ICAS)

Further Help and Advice can be sourced from The Independent Complaints Advocacy Service (ICAS).

This is a free, independent advocacy service that can help you make a complaint about any aspect of your NHS care or treatment. This includes treatment in a private hospital or a care home which is funded by the NHS.

See the Pohwer website for more information and support

The Advocacy People (formerly SEAP (Support.Empower.Advocate.Promote))

The Advocacy People is responsible for delivering ICAS in Berkshire.

They can be contacted: