Hightown Surgery                                                               Care Quality Commission    

Hightown Gardens                                                              Overall rating - Good

Banbury, OX16 9DB                                                            March 2017

Tel 01295 270722

Practice Policies


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

If something has gone well with your care at the surgery please let us know that too.

Tips on making a complaint leaflet can be found here.

Tips on making a complaint

 NHS complaints Information

If you are not happy with the care or treatment you've received from an NHS service, you have the right to make a complaint.

To make a complaint you need to contact either:

  • The NHS service that provided your care (e.g. GP practice, dentist or hospital)


  • The commissioners of the service that provided your care. This will be either your local Clinical Commissioning Group or NHS England.

If you remain dissatisfied after you receive a full response, you can refer your complaint to the Parliamentary Health Service Ombudsman (PHSO). The PHSO is independent from the NHS and can undertake a review of the way in which your complaint has been managed.

If you need any support to make a complaint, or at any point during the complaints process, you can get free, confidential and independent advice from our local NHS complaints advocacy service.

For more information on the complaints procedure and your nearest NHS complaints advocacy service please visit or contact your local authority.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Phone call recording policy

Phone call recording policy

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