Feedback, Suggestions & Complaints

We make every effort to give the best service possible to everyone who uses our services. We manage literally 10’s of thousands of transactions each week, whether this be prescriptions, consultations, internal messages, telephone calls, external messages from hospitals, out of hours, A&E and so on. We can always improve and sometimes things do go wrong.

All feedback (the good and the bad) are formally reviewed within our Safety and Quality Processes so that we may continuously improve. The Care Quality Commission can and do vet these processes to ensure they are robust. Please note that all feedback when reviewed internally will be done so without identifying individual patients.

There are several ways you can feedback to the practice or raise a concern about your care.

Informal Complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. If you feel your complaint can be managed easily and quickly by speaking somebody at the surgery please contact us and ask for our complaints manager. They will usually be able to help quickly and effectively.

Formal Complaint
If you feel that the practice has let you down significantly and your care (or that of someone you care for) has been affected then this is the most formal way of raising your concern. Please see here for more information regarding how to submit a formal complaint and the process we will follow.

General Feedback
If you wish to make a general comment or a suggestion you can do this by:

  • Submitting an administrative request via our main patient online system (PATCHS).
  • Contacting our reception team directly and leave your feedback with them.
  • Write to us (for the attention of the Management Team)
  • Use the Friends and Family Test web form (see below)

Friends and Family Test
All NHS organisations are part of the NHS Friends and Family Test scheme. This is a short survey form with the option to make comments and suggestions. You can complete a Friends and Family Test online by clicking here or by using a paper form found in the surgery waiting room.