We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a how are we doing? form
- take part in the Friends and Family Test
- leave a review on IWantGreatCare
- leave a review on the NHS website
- phone us on 01332 360 692
Making a complaint
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.
If you do not wish to raise your complaint directly with the surgery or are dissatisfied with the way it is being handled, you can speak with NHS England on 0300 311 22 33 or email england.contactus@nhs.uk.
There is also an independent service available through The Patient Advice and Liaison Service (PALS).
Phone
0800 0323235
Further independent advice is also available from www.pohwer.net or by reference to the Local Health Watch (City/County) part of the local authority.
If patients are not satisfied with the way their complaint has been dealt with by the provider or the commissioner, they can contact the Parliamentary and Health Service Ombudsman (PHSO).
Phone
0345 015 4033
Email
phso.enquiries@ombudsman.org.uk
Please view our full complaints procedure for more information.
Review of complaints
Throughout the year, any complaints which the practice manager handles are reported into the monthly clinical meeting for the clinicians to discuss any learning outcomes. In the light of these discussions, an annual review of complaints is also published for the consideration of both clinicians and the Patient Participation Group.