If you have a complaint, concern or would like to compliment a service please contact the CCG Patient Advice and Liaison Service (PALS).
PALS provide free, informal, confidential help and advice for patients, carers and their families. They can provide information about local healthcare services, and aim to sort out problems quickly on your behalf in an informal, friendly manner. They also use your feedback to improve the quality of NHS services.
PALS may be able to help if your query relates to primary care services such as; GPs, dentists, opticians or pharmacies.
King Edward VII Hospital,
St Leonard’s Road,
Berkshire SL4 3DP
Telephone: 0300 123 6258
Opening Times: Monday to Friday from 9am to 5pm (excluding Bank Holidays)
For all general enquiries please email email@example.com
The Windsor, Ascot and Maidenhead CCG Complaints, Compliments and Concerns Policy below provides details on how we will deal with complaints, compliments and concerns raised by members of the public and patients.
Tel: 01753 636 836. (Media enquiries only – for general enquiries, please use the telephone number or email address above)
The media desk is staffed 9.00am to 5.00pm, Monday to Friday.
Outside of these hours, in the event of an emergency, please contact the duty press officer by pager: 07659 129167.
NHS continuing healthcare (CHC) is the name given to a package of care which is arranged and funded solely by the NHS for people aged 18 and above who have been assessed by the service as having a primary health need. NHS Continuing Healthcare is not awarded due to disease or diagnosis, nor is it awarded based on who provides the care or where it is provided.
Funding can apply to any setting, including your own home or a care home. It is free, unlike support provided by local authorities, for which you may have to pay, depending on your income and savings.
Address: King Edward VII Hospital, St. Leonards Rd, Windsor, Berkshire SL4 3DP
Tel: 01753 636 302
Individual Funding Request
The Clinical Commissioning Groups (CCG) receives money from the Government to pay for healthcare for everyone registered with a GP. Their job is to get best value for this money by spending it wisely on your behalf. Demand for healthcare is growing, but there is only a set amount of money available to spend so difficult decisions may have to be made.
The priority is paying for those medicines and treatments that are proven to work well, can demonstrate they improve peoples’ health and offer good value for money. As a result there are some treatments the local CCGs do not normally commission.
The Individual Funding Request website explains how a GP or consultant can ask, on the patients behalf, for treatments that are not normally funded locally on the NHS. This is called an Individual Funding Request (IFR).
The process is managed on behalf of the local CCGs by the IFR team within South, Central and West Commissioning Support Unit.
Website: Individual Funding Request website
Telephone: 01753 636830
Freedom of Information Requests:
The Freedom of Information (FOI) Act was passed in 2000 and became fully effective in 2005. It allows any member of the public to request access to information held by public sector organisations in the UK, including the NHS.
The Act differs from the Data Protection Act (1998) in that it allows you to request non-personal information. So, for example, where you should use the Data Protection Act to access your medical records called a Subject Access Request, you would use the FOI Act to access general business information held by the CCG. If you would like to access your medical records, please refer to Subject Access Requests section below.
How to Request Information
Requests made under the Act must be submitted in writing, including a name and contact address. Email requests are perfectly acceptable, as long as it is possible to reply to your email address.
Contact details are as follows:
The FOI Coordinator
Windsor, Ascot and Maidenhead Clinical Commissioning Group (CCG)
King Edward VII Hospital
St Leonard’s Road
Alternatively, send an enquiry using our online form below.
The CCG has an obligation to answer your request within 20 working days.
There are some exemptions to the disclosure of information under the Act, which may mean we cannot supply you with everything you have requested.
The FOI Publication Scheme describes the information held by the CCG which is routinely made available to the public, with details of where to find it. You should not need to make a specific FOI request to access this material.
The Information Commissioner
The Information Commissioner is the government official responsible for overseeing information laws in the UK. Any complaints or queries around the FOI Act can be directed to this office. The website of the Information Commissioner can be found at https://ico.org.uk/.
Subject Access Request
Under the Data Protection Act 1998 you, or someone acting on your behalf with your consent, have a right to request access to view or obtain a copy of any personal information we hold about you, this is called making a Subject Access Request.
An individual does not have the right to access information recorded about someone else, unless they are an authorised representative (acting under a Power of Attorney or a Court of Protection Order), have parental responsibility, or are acting on behalf of a deceased person (Access to Records Act 1990).
A subject access request must be made in writing and can be submitted via email, fax, post, social media or using the online form. The requestor does not need to state or refer to “Subject Access Request” or the “Data Protection Act” when making a request; however, it may help to ensure requests are processed without delay if they do state “Subject Access Request” in correspondence.
Organisations must respond to a subject access request promptly and in any event within 40 calendar days of receiving it. When responding to a request, it is an offence to alter the material before it is released. There maybe a charge to have a copy of your record provided, however you will be informed of this prior to your record being disclosed.
If Windsor, Ascot and Maidenhead CCG does not respond appropriately to requests for personal information, the requestor could make a complaint to the Information Commissioner’s Office.
For further information about Subject Access Request, please see our Subject Access Request Policy.
If you wish to make your request in writing, please complete the online form above.
SEAP: Local Health Complaints Advocacy Service
If a patient feels they have not had the service they expected from the NHS and want to complain, the law states that they have the right to an advocate. The Health Complaints Advocacy Service can provide help and support to those making a complaint.