Feedback

We’re always keen to hear from you, as everything we do should have you at the centre.  We work tirelessly to maintain our high standards of patient care and are proud to deliver good quality health services to our local population. As you’ll already be aware, our ethos is “to treat others how we ourselves wish to be treated & to educate others to sustain good quality patient care”.  We therefore like to know if what we’re doing works well for you or have the benefit of your constructive feedback if there are things we can change for the future (within the resources we have).

FRIENDS & FAMILY FEEDBACK

As part of the national patient feedback for hospital and community services, GP practices now collect their patients’ feedback monthly.  We do this by sending an automated text message requesting feedback to those patients for whom we have a mobile number. Alternatively, patients or their carers/family can complete a Friends & Family Feedback card – available at reception. Feedback is amalgamated monthly and scores will be displayed on the NHS Choices website.  Comments and scores are reviewed at our monthly practice meeting.

In addition, patients may continue to give feedback via the NHS Choices website via email at .(JavaScript must be enabled to view this email address) or in writing to our Practice Manager or in person at reception.  We also have comments forms available at reception for patients to make their constructive suggestions, too. We are starting to involve our Patient Participation Group in reviewing the public feedback we receive so they can help provide a considered response to all postings.

We record all thanks, grumbles & good ideas and have made several changes to the premises and working practices as a result of your constructive suggestions.

COMPLAINTS

We’re always sorry to hear if you have a complaint about the service you have received from the doctors or any of the staff working in the practice.  We would prefer to hear from you about it though, so we can review what has happened and try to resolve matters where we can.

Our practice complaints procedure meets all the national criteria and is part of the NHS system for dealing with complaints. You can download a copy of our complaints leaflet, outlining what you can expect from raising your complaint, how we may respond and what to do if you wish to take your complaint further, here.

Please note, our practice complaints procedure is confidential and remains within our practice. In addition, all reference to your complaint is kept completely separate from your medical records.

Sometimes your complaint may be about other aspects of community services, out-of-hours care or hospital services.  Details for all these complaint contacts are within our leaflet.

If you would like help in making or progressing a complaint, the support provided by Independent Complaints Advocacy may be of help to you; find more information here.