This practice aims to consistently provide quality health care to all of its patients. We set out below, the key aspects of our charter.
1. This website details the various procedures and key information regarding the practice team, facilities and services available. Information available on this site is also on display at the Practice.
2. Our staff are friendly and approachable and will greet you courteously and with proper respect.
3. We will keep accurate medical records and will treat them with the utmost privacy and confidentiality. You have access to your records, on notes and computer, within the provisions of the law.
4. We will always attempt to begin consultations on time but occasionally delays of up to half an hour may result, if a patient’s problem is complex. You will be informed, and will be offered an alternative appointment. Please be considerate, on another occasion it may be you who needs the extra time.
5. We strive to improve our services and the levels of health care on a continuous basis. We will display notices in the Health Centre to inform you of any important changes to our procedures.
6. We consider you, the patient, are a partner in your care and management and all aspects of it will be explained to you including any medication prescribed for you. Please also understand that it may not always be appropriate for you to be given a prescription.
Complaints & Compliments
Complaints about the commissioned services located within the Practice, can be made directly to:
NHS Milton Keynes Clinical Commissioning Group
Text Relay Users: 18001 01908 278660
Our practice Complaints Procedure
We always try to give our patients the best possible service, but there may be times when you may feel this has not happened. We offer an informal in-house complaints procedure to deal with your complaint, although this does not deal with matters of legal liability and compensation.
If you have a complaint about the way you have been treated clinically by either a doctor or nurse, or an administrative problem, please speak directly to the practice manager or deputy, either in person or by telephone. They will take the details of your complaint and undertake all necessary investigations. Alternatively, you can write to the practice manager at:
Wolverton Health Centre
We take all complaints seriously and think it is important to deal with them as swiftly as possible. However, for complex investigations more time may be required.
Once our investigations are complete we will respond to you in writing, usually within 25 working days or earlier if agreed. If you prefer we can arrange for an informal meeting to take place to discuss the outcome or our investigation and if this is your preferred option then you are welcome to bring a relative or friend with you.
We try to address your concerns fully, provide you with an explanation and advise you of any actions we will be taking. If at the end of this we have not answered the complaint to your satisfaction, you have the option to refer your complaint to NHS England who will be able to help you. Their details are:
Telephone: 0300 311 22 33
Post: NHS England, PO Box 167338, redditch. B97 9PT
British Sign Language (BSL): If you use BSL, you can talk to NHS England via a video call. To call a BSL interpreter visit:
NHS England’s BSL Service
NHS Complaints Advocacy Service
POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.
Telephone: 0300 456 2370