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 feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01582 847 808 or visit the surgery
Making a complaint
How to complain?
We aim to resolve any complaints and concerns easily and quickly, and if possible at the time they arise with the person concerned.
If your complaint or concern cannot be resolved immediately and if you wish to make a complaint, please provide us with details of your complaint as soon as possible so we can establish the issues in a timely manner. If it is not possible to do so, please provide us with details of your complaint:
- Within 12 months of the incident that caused the problem OR
- Within 12 months of discovering that you have a problem
Complaints should be addressed to the Complaints Manager. Alternatively you may ask for an appointment with the Complaints Manager in order to have your concerns dealt with promptly.
You may submit your complaint in writing by post or at reception, or you can complete our complaints form.
We believe that any complaint you have about the practice can be dealt with by those responsible for ensuring patient care and delivery of service within the practice, but we recognise that you may feel uncomfortable with doing so or that you may be unhappy with the result of our complaints procedure. You have the right, therefore, to alternatively complain to NHS England on 0300 311 22 33.
What will we do?
We will contact you about your complaint within three working days and aim to have looked into your complaint within 40 working days of the date when you raised it with us. We will then be in a position to offer you an explanation or a meeting with the person or people involved. When we investigate your complaint we will aim to:
- Find out what happened and what went wrong.
- Invite you to discuss the problem with those involved, if you have requested this.
- Make sure you receive an apology where appropriate.
- Identify what we can do to make sure that the problem does not happen again.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.