Contact Us

NHS Buckinghamshire CCG

Please use the following telephone numbers when contacting teams or staff within the CCG, or within its functions some of which are run by other organisations on behalf of the CCG. Please note that the CCG does not hold ANY patient information so will be unable to assist a patient or member of the public with such a request.

Next meeting of the Governing Body in public

Date: 13 September 2018 Time: 10.30–12:30

Venue: The Misbourne Practice, Church Lane, Chalfont St Peter SL9 9RR

You can find the papers here when published

Patient Advice and Liaison Service

We welcome and value all compliments, suggestions, concerns and complaints and are committed to taking them into account when we consider changes and improvements to services.

This team receives enquires about local primary care practice registration and letters from members of parliament about local services.

Enquires or complaints about hospital or community services should be directed to the equivalent team for the organisations that provide them (locally this will be Buckinghamshire Healthcare NHS Trust, Oxford Health NHS Foundation Trust and South Central Ambulance Service NHS Trust)

Organisation which runs this function for the CCG:
South, Central and West Commissioning Support Unit

Telephone Number: 0800 328 5640

Email address: Scwcsu.palscomplaints@nhs.net

Postal address: Albert House, Queen Victoria Road, High Wycombe, Bucks HP11 1AG

Additional details:

  • Opening hours (excluding public holidays: Monday – Friday 8:30am – 4:30pm
  • 24 hour message facility available
  • Language interpreting available on request

Complaints about primary care should be directed to NHS England

https://www.england.nhs.uk/contact-us/complaint/

The NHS Choices website also provides details of local practices when searching by postcode

https://www.nhs.uk/pages/home.aspx

To give a compliment or make a comment

If you are pleased with the service you have received, or would like to give us some feedback on your experience, please contact us:

Patient Advice and Liaison Service (PALS)
NHS South Central & West Commissioning Support Unit
Albert House
Queen Victoria Road
High Wycombe
HP11 1AG

Tel: 0800 328 5640
Email: bucksccg@nhs.net

Raising a Concern

As a patient, relative or carer, sometimes you may need to turn to someone for help. The PALS provides confidential advice and support to help you to resolve any concerns you may have.

The service aims to:

  • Listen to your concerns and feedback
  • Ensure that your feedback is used to improve the service you receive
  • Advise and support service users quickly and effectively
  • Provide information about local health services
Making a formal complaint

It is the policy of Buckinghamshire Clinical Commissioning Group (CCG) to  investigate all complaints about the CCG thoroughly and within an agreed local resolution process as follows:

Complaints should be made within 12 months from the date of the incident or from when the incident came to your notice.

We aim to:

  • Acknowledge your complaint within three working days
  • Agree an action plan with you
  • Send a full response within 25 working days
  • Keep you fully informed of our investigation if our response is delayed

We hope our response addresses your issues but if you are not satisfied we will offer a review of your case or a meeting to resolve any outstanding issues.

All complaints should be made in writing to:

The Complaints Manager
NHS South Central & West Commissioning Support Unit
Albert House
Queen Victoria Road
High Wycombe
HP11 1AG

If you would like help in making a complaint please contact us or SEAP for advice.

SEAP (Support Empower Advocate Promote)

SEAP provides free, confidential independent advice.
Tel: 0330 440 9000
Email: info@seap.org.uk

SEAP Hastings
7th Floor Cavendish House,
Breeds Place,
Hastings,
East Sussex
TN34 3AA

Finally, you can ask the Parliamentary and Health Service Ombudsman to review your case.

Parliamentary and Health Service Ombudsman

Write to:
Parliamentary and Health Service Ombudsman
13th Floor, Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Complaints About Your Doctor (GP), Dentist, Pharmacist or Optician

You should contact the practice in the first instance as they will have their own complaints procedure and will aim to respond to your complaint within an agreed period.

Or you can contact:

NHS England
Tel: 0300 311 2233
Email: england.contactus@nhs.net

Complaints About  providers of services commissioned by the CCG

In the first instance, please contact the provider directly as they will have their own complaints procedure and will aim to respond to your complaint within an agreed period. Alternatively you can contact our PALS and they will be able to assist you.

Services providers listed below:

Buckinghamshire Hospitals, Community Health Services, 111 and Out of Hours

Wycombe and Amersham Hospitals
Tel: 01494 425 882
Email: pals@buckshealthcare.nhs.uk

Stoke Mandeville Hospital
Tel: 01296 316 042
Email: pals@buckshealthcare.nhs.uk

South Central Ambulance Service

Tel: 01962 898 052
Email: pals@scas.nhs.uk

Oxford Health NHS Foundation Trust

Tel: 0800 328 7971
Email: pals@oxfordhealth.nhs.uk

Frimley Health NHS Foundation Trust (Wexham Park Hospital only)

Tel: 01753 633 365
Email: patient_feedback@fhft.nhs.uk

Continuing Healthcare / Fully Funded NHS nursing care

This is free care outside of hospital with ongoing health needs that is arranged and fully funded by the NHS, subject to meeting criteria.

This care can be provided in any setting; at home or in a care home. If you do not qualify for NHS continuing health care you will still receive mainstream services free of charge, i.e. GP, District Nursing Services, Specialist therapy.

If NHS continuing healthcare is provided in a care home, it will cover the care home fees, including the cost of accommodation, personal care and healthcare costs. If NHS continuing care is provided in the home of the person, it will cover personal care and healthcare costs.

Funded Nursing Care (FNC) is slightly different in that it is based on fixed rates (and therefore may not meet all costs associated with a defined need), and is available only when residing in a registered nursing home. This may be available in circumstances of ineligibility for continuing healthcare.

Organisation which runs this function for the CCG:
Oxford Health NHS Foundation Trust

This team processes applications for fully funded care and eligibility assessments. Letters and correspondence from applicants, relatives and solicitors should be sent direct to this team.

Telephone Number: 01865 902861
Email address/postal address/website:

oxfordhealth.BucksCHCreferrals@nhs.net

Albert House, Queen Victoria Road, High Wycombe, Bucks HP11 1AG

Public Information Leaflet:

If you do not qualify for NHS continuing health care then you may have to pay for some or all of your care, although the NHS will still provide for your medical needs. You may have to take a local authority means test to decide how much you should pay towards your personal care and accommodation if you are in a care home.

https://www.gov.uk/government/publications/nhs-continuing-healthcare-and-nhs-funded-nursing-care-public-information-leaflet

Public Information Leaflet:

If you do not qualify for NHS continuing health care then you may have to pay for some or all of your care, although the NHS will still provide for your medical needs. You may have to take a local authority means test to decide how much you should pay towards your personal care and accommodation if you are in a care home.

https://www.gov.uk/government/publications/nhs-continuing-healthcare-and-nhs-funded-nursing-care-public-information-leaflet

Claims and redress

https://www.england.nhs.uk/wp-content/uploads/2015/04/nhs-cont-hlthcr-rdress-guid-fin.pdf

This was published on 1st April 2015, the purpose of which is to detail the appropriate interest rate which should generally apply to NHS Continuing Healthcare redress and assist CCGs when settling claims for individuals arising from NHS Continuing Healthcare eligibility decisions or where an eligibility decision has been reached on a previously un-assessed period of care in respect of NHS Continuing Healthcare and the need for redress has been identified.

Freedom of Information and Subject Access Requests

Freedom of Information Requests
Requests for Medical Records (otherwise known as “Subject Access Requests”)

Organisation which runs this function for the CCG: South, Central and West Commissioning Support Unit

All requests must be in writing

Freedom of Information: BCCG.CCGFOI@nhs.net

Subject Access Requests: SCWCSU.SAR@nhs.net

Postal address for both services: Omega House, 112 Southampton Road, Eastleigh, SO50 5PB

Individual Funding Requests

An individual funding request can be made by the clinician treating you if they believe that because your clinical circumstances are exceptional, you may receive benefit from a treatment or service that isn’t routinely offered by the NHS

Organisation which runs this function for the CCG:
Oxford Health NHS Foundation Trust

Telephone: 01494 555530

Email: Bucks.IFRrequests@nhs.net

Post: IFR Service, Albert House, Queen Victoria Road, High Wycombe, Bucks HP11 1AG

http://www.fundingrequests.cscsu.nhs.uk/buckinghamshire/cosmetic-other-surgeries-devices-screening-diagnostics-and-other-therapies-policy-statements/

Media or Journalist Enquiries

In office hours Email Journalist Enquiries Phone: 01296 382444

Outside of office hours Phone: 07825 430978

This is the number to contact a member of the communications team from 5.00pm – 9.00am, Monday to Friday and 24 hours at weekends and bank holidays if there is an emergency. This service is provided for the CCG by Buckinghamshire County Council

Email: communications@buckscc.gov.uk

Post: County Hall, Walton Street, Aylesbury HP20 1UA

Finance

Any enquiries about outstanding CCG invoices should be directed to this team.

Organisation which runs this function for the CCG: South, Central and West Commissioning Support Unit

Telephone: 01494 552303

Email: Linda.page3@nhs.net

Post: Albert House, Queen Victoria Road, High Wycombe, Bucks HP11 1AG

Safeguarding

The Safeguarding designated professionals work within the Quality Team, providing support, advice and signposting for both Children and Adults as part of a collaborative, Multi-Agency approach. E.g. Local Authority, Education, Police and voluntary Sector. Working Hours are Monday-Friday 9.00am-5.00pm.

Telephone: 01296 587220

Email: Safeguarding.bucksccg@nhs.net

Post: Second Floor, The Gateway, Gatehouse Rd, Aylesbury, HP19 8FF

Chief Officer and corporate services
  1. Urgent Care Team
  2. Commissioning Team
  3. Transformation Team
  4. Quality Team
  5. Primary Care Team (except for queries about primary care practice registration)

Telephone: 01296 587220

Email: Bucksccg@nhs.net

Post: Headquarters, Second Floor, The Gateway, Gatehouse Rd, Aylesbury, HP19 8FF

Members of the public, patients, general practices or solicitors are asked not to send individual patient information to this address. Any correspondence in relation to continuing healthcare should be posted only to the address given above.

Caldicott Guardian

The CCG has an named individual  responsible for protecting the confidentiality of patient information. This person is called the Caldicott Guardian who oversees the arrangements for the use and sharing of patient information.

The Caldicott Guardian plays a key role in ensuring that the NHS, Councils with Social Services and Public Health responsibilities and Partner Organisations satisfy the highest practical standards for handling patient information.

Acting as the ‘conscience’ of the organisation, the Caldicott Guardian actively supports work to enable information sharing where it is appropriate to share and advises on options for lawful and ethical processing of information.

The contact details of our Caldicott Guardian are as follows:

Karen West, GP Clinical Director

Karen.west3@nhs.net, Tel: 01296 587220

Data Protection Officer

The CCG has a Data Protection Officer (DPO) who is a designated person with responsibility for protection of personal data. The officer makes sure that the organisation follows the law and appropriate regulations.

The Data Protection Officer (DPO) is responsible for monitoring compliance with the GDPR and other data protection legislation, the organisations data protection policies, awareness-raising, training and audits.  The DPO acts as a contact point for the ICO, our employees and the public. They co-operate with the ICO and will consult on any other matter relevant to Data Protection.

Ideally this appointment is separate to the Caldicott Guardian, especially where the Caldicott Guardian role leads to the determination of purposes and means of processing. Information Governance Alliance guidance indicates is a conflict of interest, reflecting related EU Guidelines. This is true for the CCG, where the Caldicott Guardian role holder is also a GP Clinical Director for Integrated Care.

The CCG Data Protection Officer is not the Data Protection Officer for primary care practices. As with the role of Caldicott Guardian (above), practices are expected to have their own appointment. A CCG appointment could not cover primary care given practices independent contractor status, and the substantial limitations placed on CCGs by Caldicott 2 in terms of patient confidential information it is authorised to receive which do not apply to member practices.

The contact details of our Data Protection Officer are as follows:

Russell Carpenter, Head of Governance/Board Secretary
Russell.carpenter@nhs.net, Tel: 01296 587220

Asking a question of the Governing Body

Anyone may ask questions relating to the agenda in advance of the meeting.

Please ensure questions for a response at the meeting are submitted no more than 24 hours in advance. Questions about topics not included in the agenda are welcome and they will be answered, depending on the number, either in or outside of the meeting. Questions and answers will be published on this website

You can submit a question by email to Russell.carpenter@nhs.net