WELCOME TO

NEWBURY STREET PRACTICE

PRACTICE BOOKLET

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This booklet has been designed to introduce you to the Practice and the staff. Please keep it handy, as it will be useful to you. It will help you make best use of the Practice services. Information is also available on the Practice website.

THE PRACTICE

We are located inThe Health Centre, Mably Way, Wantage OX12 9BN

There is easy access for patients through the front doors and additional disabled entrances on either side of the building adjacent to the disabled parking. We provide wheelchairs for patient use. Toilet facilities are available in the main entrance hall as well as in our “lobby”.We work as a partnership. We have three male doctors and eight female doctors.

The Newbury Street Practice covers Wantage and Grove and extends to include these villages, Letcombe Regis, Letcombe Bassett, East and West Challow, Childrey, Sparsholt, Westcot, Kingston Lisle, Uffington, Baulking, Stanford-in-the-Vale, Charney Bassett, Goosey, Denchworth, East and West Hanney, Lockinge, Ginge, Ardington, East and West Hendred, North and South Fawley, Farnborough, Brightwalton and Chaddleworth.

If you are not sure if your home is within our area please ask.The boundary of the Practice area is clearly shown on the map in the surgery.

You may request registration at the practice if you live outside our area, however, we are not able to arrange for home visits in this case, these will be done by a separate organisation.

LARGE PRINT COPIES OF THIS BOOKLET ARE AVAILABLE ON REQUEST.THERE IS AN INDUCTION LOOP SYSTEM AT THE FRONT RECEPTION DESK

NEWBURY STREET PRACTICEThe Health Centre

Mably WayWANTAGE OX12 9BN

Telephone: (01235) 763451/Fax: (01235) 771829

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Website: http://www.newburystreetpractice.co.uk

Out of Hours Telephone: 111

Appointments

Non-urgent Appointments

You can make an appointment by

visiting the surgery or

telephoning 01235 763451 between 08:30 and 18.30 Monday to Friday, though preferably

after 10am for non-urgent appointments or

online if registered for this service.

We run a “personal list” system which means that wherever possible patients see the same doctor

on each visit. This builds up continuity of care and enables doctors and patients to establish a good

working relationship. This is especially important for ongoing problems.

We try to ensure that you can see a doctor at a suitable time for you. We have a system whereby

you can book appointments with a named doctor at least two months in advance.

You can also book telephone consultations with your usual doctor if your query is not urgent. For

continuity of care we would encourage this if your doctor is not available for a face to face

appointment at a convenient time.

Urgent Appointments

If you need to see a member of our clinical team on the same working day or within a couple of

days please telephone from 08:30am. Our patient coordinators will ask you for some idea of the

problem so that they can direct you to the most appropriate member of the team.

If a GP is the best option then they will ring you back and arrange to

either deal with your problem over the phone if suitable

or they will arrange for a face to face appointment later that day if needed.

If you attend the surgery for an urgent clinical problem our patient coordinators will ask you some

questions to assess your priority.

You will then be advised that you can either wait in the waiting room for the triage GP to assess you

by phone or leave to receive the phone call.

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If you are unable to receive a telephone call you will be asked to wait in the waiting room until your

turn on the urgent care list. You may be dealt with quickly or at busy times the wait can be several

hours.

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Who with

Type What for How booked Likely wait

Your usual doctor

Telephone To discuss a new problem To follow up ongoing problem To discuss results. Your doctor will however

call you if there is anything that needs to be done.

To arrange a medical examination such as a HGV examination

OnlineOver the phoneAt reception desk

1-7 days (unless the doctor is on holiday)

Your doctor can often help you over the phone with: Advice Organising tests Writing sick notes Offer reserved appointments

Face to face To discuss new and or ongoing conditions. OnlineOver the phoneAt reception desk

Up to 4 weeks (depends on doctors’ holidays)

Any doctor

Face to face To discuss new problems not related to previous conditions

OnlineOver the phoneAt reception desk

2-4 weeks Seeing your usual GP or speaking to them on the phone is often the best option. If you are happy to see another GP then the routine wait may be shorter.

Duty doctor

Telephone To discuss problems that need a doctor and cannot wait for a usual

doctor phone call may need treatment in the next 7 days.You can find Self-help advice on the NHS website. (www.newburystreetpractice.co.uk)

Your local pharmacist can often help with minor illnesses and infections

Minor injuries should be seen at Abingdon or Witney Minor Injuries Departments

Local opticians see Minor Eye Conditions on the day (click here for contact details of those offering this service)

Over the phoneAt reception desk

30 minutes - 6 hours (up to 12 hours at your request)

If you need a doctor’s advice this option means we can assess your health needs quickly.

Your problem may be dealt with: over the phone including providing

prescriptions (if you are happy with this), at a fit in appointment with the duty doctor

that day, with investigations and then routine review

with an appropriate GP, arrange an early reserved appointment

Face to face urgent appointment

To discuss the current problem causing concern

Over the phone –bookable by the duty doctor only

1 hour - 7 days depending on clinical need

Rapid clinical review – the duty doctor can arrange for review with the most appropriate member of the care-team

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HOW TO REGISTER AS A PATIENT

To register please ask at reception. You will be given a form and new patient questionnaire. It would be helpful if you have details of your previous doctor’s name and address. This will enable the Practice to get your medical notes from your last GP. It is also possible to start the registration process by using the Practice website which can be found at http://www.newburystreetpractice.co.uk/

WHEN THE SURGERY IS CLOSED

If you wish to speak to an emergency doctor, telephone NHS 111The 111 service will then decide the best course of action.

A recorded telephone message provides this information when the surgery is closed.On weekdays between the hours of 6.30pm and 8.00am, and all day and night at weekends and bank holidays, services are commissioned by the Oxfordshire Clinical Commissioning Group with call handling provided by South Central Ambulance Service.

HOME VISITS

If you are too ill to come to the surgery a home visit may be possible. Please ring reception who will arrange for a doctor to return your call and make appropriate arrangements. Please note that this service is not available to out of area patients.

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THE DOCTORS

Dr. Sarah Shackleton, MB BS, MRCGP (Female)GMC No. 2923958 (Partner)

Trained at St. Bartholomew’s Hospital Medical School, Qualified 1984.

Dr. Patricia Heavens, BSc, MBBS, MRCGP, PGDip Dietetics PGCME (Female) GMC No. 4201520 (Partner)

Trained at Charing Cross and Westminster Medical School, Qualified 1995

Dr. Rhodri Davies, BSc. (Hons), MBBCh, MRCGP (Male)GMC No. 4733119 (Partner)

Trained at University of Wales College of Medicine, Cardiff, Qualified 2000

Dr. Andrew Partner, BM DCH DRCOphth MRCGP (Male)GMC No. 4719867 (Partner)

Trained at Southampton University, Qualified 2000

Dr. Frances Watt, BM BCh (Oxon), MRCP, MRCGP, DFFP (Female)GMC No. 4319920 (Partner)

Trained at Oxford University, Green College, Qualified 1996

Dr. Carrie Ladd, FRCGP (Female)GMC No. 6074257 (Partner)

Trained at Southampton University, Qualified 2003

Dr. Katie Brice, BSC Hon, MBBS, MRCGP (Female)GMC No. 7151530 (Salaried)

Trained at Hull York Medical School

Dr. Edwina Ewart, BSC Hons, MBChB Ed, DRCOG, DCH, MRCGP (Female)GMC No. 6146524 (Salaried)

Trained at Leicester Warwick Medical School

Dr. Thaboharan Thangaval MBChB (Male)GMC No. 7042075 (Salaried)

Trained at University of Bristol

Dr. Rebecca Mabbett, BMedSci, BMBS, DipPallMed, DRCOG, MRCGP. (Female)GMC No. 7155853 (Salaried)

Trained at University of Nottingham

Dr. Christine Brown MBChB, MRCGP (2002), DRCOG, DCH, DTM&H (Female)GMC No. 4294492

Trained at University of Birmingham Medical School

The doctors hold a contract with Oxfordshire Clinical Commissioning Group to provide General Medical Services.

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NURSE PRACTITIONER AND PRACTICE NURSES

We have a team of practice nurses: Caroline Burgess, , Jane Fallon-Norris, Lisa Smith and Alyson Green. They all treat patients for minor injuries, travel advice/immunisation, pre-school checks/immunisations, lifestyle advice including smoking and obesity monitoring, smear tests, family planning and sexual health matters.

Our patient coordinators will ask you for some idea of the problem so that they can direct you to the most appropriate member of the team.

We also have a nurse practitioner: Catherine Bulpitt, who in addition to the above is able to diagnose and treat (and provide appropriate prescriptions) for minor illnesses provided that the patient is over the age of 12.

Our practice nurses will also provide chronic disease management and advice. Caroline Burgess, Jane Fallon-Norris and Lisa Smith are responsible for diabetes management and Catherine Bulpitt for asthma/Chronic Obstructive Pulmonary Disease (COPD) management.

We have two Assistant Practitioners, Emma Stewart and Caroline Beckett. Lauren Woodward is a Healthcare Assistant. They are responsible for all blood tests. In addition they fit heart monitors, perform ECG’s and hearing tests and assist with minor surgery. Emma is responsible for spirometry prior to COPD checks. They also complete the Long Term Condition Reviews for patients needing their health monitoring.

COMMUNITY NURSES

The Community Nurses and their team are registered nurses and healthcare assistants who have undertaken specialist training in order to provide a wide range of nursing care, support and treatment to patients and relatives requiring care in the community. You can contact them on 01865 904980.

The Community Nurse Team run by Oxford Health NHS Trust covers our surgery as well as Church Street Practice.

The Community Nurses can be contacted via SPA (Single Point of Access) Team on 01865 904980

THE HEALTH VISITING TEAM

Health visitors are qualified nurses or midwives with specialist public health training. They are available to support you in pregnancy, once your baby is born and until your child is five years of age. Health visiting teams advise on and support the health and wellbeing of babies, children and their families. Our team includes a community staff nurse and health care support worker. They work with other agencies such as GPs, midwives, school health nurses, Children’s Centres and early years settings. They are trained in child development and safeguarding children. Health visitors lead the Healthy Child Programme (Department of Health, 2009) and work to promote equal health opportunities in order to promote health and wellbeing of children, families and communities.

Healthy Child Clinic 09.30-10.45 every Wednesday in The Health Education Room

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Baby Lunchbox 11.00-12.30 Feeding Support (breast or bottle) every Wednesday in The Health Education Room.

Telephone: 01235 774545 (Monday to Friday 9am-5pm)www.oxfordhealth.nhs.uk/health-visitors/

MIDWIFE

Midwives can be contacted by telephoning 01865 904832 (Wantage). A midwife is available 24 hours a day in the event of an emergency. They do come into the surgery to run a clinic each week for antenatal checks. All appointments after the booking are held in Newbury Street Clinic on a Wednesday. They will also share in all your antenatal care. Parent education regarding birth and labour is available and they will advise you on how this can be arranged.All Post-natal mothers are seen either in their own home or by appointment at Wantage Maternity Hospital. The team of midwives and support staff based at the Wantage maternity unit are available to offer support and advice throughout pregnancy and the post-natal period, specialising in breast feeding help and support and offer the opportunity for low risk pregnancies to be delivered within the Wantage Maternity Unit.

ADMINISTRATIVE STAFF

We have a Practice Manager, and a team of reception and administrative staff. They ensure the smooth running of the Practice and look after patient queries, appointment booking, repeat prescriptions and the maintenance of patient records.

We are always pleased to receive ideas for improving our service. Any suggestions should be directed to Mrs. Karen Fido, Practice Manager.

TEACHING

We are a teaching practice and have qualified doctors working with us for various periods of time. On occasions we also have Medical Students in the Practice who may be present whilst you consult your own Doctor. If you prefer to see the Doctor in private, please say so - it will not cause offence.

The Community Nurses and Health Visitors also have regular commitments to teaching Nursing and Health Visitor Students who are on placements from Oxford Brookes University.

CHAPERONES

If you feel that you would like a chaperone with you during a consultation or during a procedure please ask the clinician who will be happy to arrange this for you. In certain circumstances a clinician may request one to be present.

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CONSENT TO TREATMENT

It is important that a patient understands treatment and any risk associated with the treatment that is to be given to them AND actively gives consent to the procedure. Consent is also required before confidentiality may be broken (e.g. by the writing of a medical report for a third party).

Consent may be inferred, verbal or written. The form of consent that has been accepted will be recorded in the patient’s medical record.

Consent also needs to be considered when dealing with a child; who the correct person is to give it, whether the child is competent to give their own consent and how consent should it be given.

SERVICES AVAILABLE DURING CORE HOURS

Core Services General management of medical conditions Health promotion adviceEmergency care if appropriateReferral for other services, if appropriateUrgently required care for temporary residents

Additional servicesCervical screeningContraceptive servicesVaccinations and immunisationsChild health surveillanceMaternity services Minor surgery procedures

Enhanced services IUD and subcutaneous contraception FittingAnticoagulation serviceNear patient testing (Blood tests for patients with various conditions)Influenza Vaccinations

In additionRegistered patients aged 16 -75 who have not been seen for 3 years may request a consultation.Registered patients aged over 75 years who have not been seen in the previous 12 months may request a consultation. (If you are unable to attend the surgery for these checks because of your medical condition a home visit may be arranged.)

MEDICALS

Private medical examinations for Insurance, Heavy Goods Vehicle, Public Service Vehicle, Hackney Carriage may be arranged with the Doctors by appointment. In addition Dr Partner is qualified to carry out Aviation medicals.

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Fees for non-NHS services will be charged at BMA recommended rates e.g. Insurance Claims, BUPA forms, passports etc. A list of fees is displayed on the Notice Board.

In order to make an appointment for a medical, you need to let the Practice have the papers at the time you make the booking. We are unfortunately unable to carry out a medical until we have received the full details of what is required from the party involved. These appointments usually take 30 minutes.

We also act as Company Doctors for a number of local firms. The above schedule assumes all doctors are available for surgeries. Doctors may work slightly different shifts in different weeks.

GP’S WORKING DAYS

Mondays – Dr Shackleton, Dr Davies, Dr Partner, Dr Ladd, Dr Brice, Dr Thangavel, Dr Mabbett

Tuesdays – Dr Heavens, Dr Davies, Dr Partner, Dr Watt, Dr Brice, Dr Thangavel, Dr Ewart, Dr Mabbett, Dr Brown

Wednesdays – Dr Shackleton, Dr Davies, Dr Ladd, Dr Thangavel, Dr Ewart, Dr Mabbett, Dr Brown

Thursdays – Dr Shackleton, Dr Heavens, Dr Davies, Dr Partner, Dr Ladd, Dr Watt, Dr Thangavel, Dr Ewart

Fridays – Dr Shackleton, Dr Heavens, Dr Davies, Dr Watt, Dr Ladd, Dr Brice, Dr Mabbett, Dr Brown

We are also open for EXTENDED hours for PRE-BOOKED appointments with doctors and a nurse on the first Saturday monthly and alternate Wednesdays and Thursdays.

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REPEAT PRESCRIPTIONS

If you need regular medication you may obtain a repeat prescription from us.

Please ensure that you always give us three full working days notice of requiring a repeat prescription.

It is important that we can identify the patient and what is required. We would therefore request that you include the following:

Forename Surname Date of Birth Name of the drug as written on the repeat slip (right hand side of script) Which Chemist you wish to collect the script from.

In the case of multiple requests, this information must be included for each patient requesting medication. If an item is not for repeat, or the doctor wishes to review the patient, we will contact you.

Requests for Repeat prescription can be made in several ways:

Leave a suitable request in the box provided in reception or in one of the local chemists

Post (please ensure request is signed) to Newbury Street Practice, The Health Centre, Mably Way, Wantage OX12 9BN.

Internet:

- Via Online Patient Access – if signed up for this feature (see page 2)

- email the dispensary at the.dispensary2@nhs.net

- (Patients should not use this means to discuss any other clinical matters

Unfortunately, in the interests of safety, requests for repeat prescriptions cannot be taken verbally over the telephone

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IMPORTANT NOTICE FOR PATIENTS ABOUT TEST RESULTS

Your doctor will contact you if any test results need further action.

By signing up to Patient Access (see page 2), you can see your test results online including any doctors comments about the results.

If you want or have been asked to discuss your results with your doctor, please book a routine phone-call with your usual doctor. If you need the information urgently then you may book a phone call with the duty doctor. All tests carried out at the Hospitals can take up to ten working days before the Doctor receives the result.

If you are dropping a specimen off at the Surgery in time for the collection, please ensure they reach the Surgery before 3:00pm.

CONFIDENTIALITY

Your personal health information will be held in confidence and will not be disclosed to a third party without your prior consent unless in exceptional circumstances where this is felt to be in the public interest. We are very sensitive to the needs of complete confidentiality and are registered with the Data Protection Act and conform to its standards.

Your medical history will be recorded on our practice computer system, which will only be accessed by authorised members of our team. As part of this Practice’s contribution to medical research, we provide completely anonymised patient level treatment information to certain third party organisations. No individual is ever identified from this information, and we all, as potential patients, stand to benefit from this work. If you would like more information please contact Mrs Karen Fido, our Practice Manager.

You may request to see your medical records written since November 1991 provided the doctor does not think it will affect your physical or mental well being. Talk to your doctor about your request. You may be asked to come in to the surgery at a separate time in order to read them.

You may also request ongoing access to your notes via the Patient Access System (see page 2 for how to sign up).

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HEALTH AUTHORITY AND OTHER SPECIALIST CLINICS

All the following Clinics take place within the Health Centre:

Dental Clinic Podiatry ClinicFamily and Child GuidanceHearing assessment ClinicOrthoptist ClinicSpeech TherapyDietetics Some Ultrasound procedures

Consultant Clinics

Chest MedicineEar, Nose and Throat SurgeryObstetrics and GynaecologyOphthalmologyPsychiatry

USEFUL TELEPHONE NUMBERS

Emergency Dentist 111John Radcliffe NHS Trust Hospital 0300 304 7777Churchill NHS Trust Hospital 0300 304 7777Nuffield Orthopaedic Centre NHS Trust 0300 304 7777South Central Ambulance NHS Trust 01869 365000Police – Non Emergencies 101Social Services 0845 050 7666Wantage Independent Advice Centre 01235 765348Samaritans 01865 722122Marriage Guidance Council - Relate 116 123 (FREE)Childline 0800 1111BPAS - British Pregnancy Advisory Service 0345 730 4030Oxfordshire Health NHS Trust 01865 901000Alcoholics Anonymous 0800 917 7650Citizens Advice Bureau 03444 111 444Oxford Cruse Bereavement Care 01865 245398Oxfordshire Sexual Abuse & Rape Crisis 0800 783 6294Turning Point (Alcohol & Drug Service)Oxfordshire Sexual Health Clinic

01865 26169001865 231231

Oxfordshire Mind 01865 263730

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EMERGENCY CHEMISTS

Information on Out of Hours Chemists can be obtained from your local newspaper, chemists or Police Station.

GABLES CARE GROUPRegistered Charity No.295707

The Gables Care Group is a charity set up to support the practice and its patients. It receives income from donations both from patients and as bequests. Funds have been used to purchase specialised equipment to enhance the health of patients.The Audiometer (hearing tests) and Hyfrecator (minor surgery) are both used regularly in the surgery and syringe drivers continue to be used in the district for pain control.

The Care Group also maintains the Practice nebulisers

We would like to thank all those involved with the Gables Care Group for their work and also those patients and their relatives who have contributed so generously.

PRACTICE PATIENT GROUP

The Practice has a Patient Group. All patients of the Practice are automatically members of the group. Look out for details of activities on the Patient Group notice board in the Practice and in the Practice Newsletter.

Details of the Officers of Patient Group are on the notice board, you can contact them by leaving a letter in an envelope at the Practice addressed to Sandra Helm or contact her on 07798 555 513

CONTACT DETAILS FOR NHS OXFORDSHIREOxfordshire Clinical Commissioning Group

Jubilee House5510 John Smith Drive

Oxford Business Park SouthOX4 2LH

Telephone 01865 336800Website Address: http://www.oxfordshireccg.nhs.uk/

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CARERS

Are you a Carer? Do you care for a person who is frail, elderly, physically or emotionally dependent upon you? Do you have a child with special needs? Are you a young person caring, or helping to care for a member of your family?

Carers have additional needs and if we can identify those who are carers we can help.

Please tell reception so that we can update your details held in the Practice, and, with your permission, put you in touch with various agencies who can offer a variety of support.

EMERGENCY CONTRACEPTION

‘Morning After’ contraception works best when taken within 24 hours, although it is still effective up to 120 hours after sexual intercourse. You can book to see a practice nurse or a doctor if you need emergency contraception. It will help you to get an emergency appointment if you can tell the receptionist why you need the appointment. The ‘morning after’ pill is also available over the counter at the chemist.

VIOLENT PATIENTS – ZERO TOLERANCE

Violence against staff working in the NHS is a crime. The NHS operates a zero tolerance to violence and abuse against its staff and any incident where staff are abused, threatened or assaulted may result in the patient being reported to the police and no longer allowed to receive medical services from this Practice.

PATIENT RIGHTS AND RESPONSIBILITIES

You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the very best care possible within the resources available.

In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given.

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal. If you are removed from our list you can get help with finding a new GP. Please look at

https://www.england.nhs.uk/contact-us/how-can-we-help/how-do-i-choose-and-register-with-a-gp/

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HOW YOU CAN HELP

We need your help in providing services to you as a patient. Without your help we cannot maintain our standards. Time and services are also limited and we all wish to make the best use of them. To help us:

Please give all the information about your illness when you consult the doctor or nurse. Something, which may seem unimportant, may be vital. If you wish, make a list of things to ask or say to the doctor or nurse.

Please provide us with any change in your address, telephone number or name, so that our records are kept up to date.

Please come to the surgery to be seen. Home visits are only for the housebound and those too ill to travel to the surgery. We have your medical records and all our equipment available to treat you. The doctor can also see many more patients in the surgery.

Please treat our staff politely. We know you often feel unwell when you visit us and we do our best to help you.

Please cancel any appointment you no longer need, so that someone else can take your place. If you don't attend booked appointments, we may talk or write to you about this.

Please tell us your views on the services that we provide. Sometimes we have questionnaires, which we hope you will fill in. If you have a complaint, our practice manager will look into the matter for you and arrange a meeting to discuss if you wish.

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaint procedure as part of the NHS system for dealing with complaints and our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at the most weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

Within 6 months of the incident that caused the problem; or

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Within 6 months of discovering that you have a problem, provided this is within twelve months of the incident.

Should you wish to make a formal complaint please address it either verbally or in writing to Mrs Karen Fido, Practice Manager, or Email to complaints.newburystreet@nhs.net. Alternatively, you may ask for an appointment with Mrs Fido in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Dr Rhodri Davies is the Partner with final responsibility in this area.OR

NHS EnglandPO Box 16738 | Redditch | B97 9PT

0300 3 11 22 33england.contactus@nhs.net

www.england.nhs.uk

What we will do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

Find out what happened Make it possible for you to discuss the problem with those concerned, if you would like this. Ensure you receive an apology, where this is appropriate. Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you are dissatisfied with the result of our investigation. You should contact:

Parliamentary and Health Service Ombudsman

Customer helpline (8:30am – 17:30 pm Monday to Friday)0345 015 4033

http://www.ombudsman.org.uk/home

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