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:
- Take part in the Friends and Family Test
- Leave a review on the NHS website
Complaints
We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously.
If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager, either by telephone , email sarah.leroux@nhs.net or in writing, who will make every effort to respond to your concerns as soon as possible.
All complaints will be treated as confidential.
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.
Complaint Procedure
If you are not happy with anything at the practice please let us know.
All patients are entitled to complain if there is a concern.
Please ask to see the practice manager Sarah Leroux if she is not available the staff will take your name and contact details and she or the senior GP partner will get back to you.
Complaints can also be made in writing or you can email the practice manager sarah.leroux@nhs.net
The practice manager will find out what happened and what went wrong.
Arrangements can then be made to discuss the problem with those concerned (if you wish to do this).
Make sure you receive an apology.
Identify what can be done to make sure it 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.