Suggestions, Comments and Complaints

Suggestions

We welcome suggestions on the services provided by the practice, and we are continually looking to turn our patient feedback into real improvements.

You can provide comments to the practice by completing our feedback form: Give us feedback.

We have a very active PPG who act as a representative of the patient population and help to improve communication between the practice and our patients, read more about them on our Patient Participation Group page.

Compliments

Many patients are appreciative of the clinical and customer service our staff provide.

It is helpful and encouraging to our team to receive positive feedback when you feel we have done something well.

If you would like to provide such feedback, you can use the NHS public forum such as NHS.uk or you can send in your feedback to us directly using our Feedback form

Complaints

We understand that there may be occasions when a patient has a genuine cause for complaint, and we welcome the opportunity to put this right by taking time to understand what went wrong for you and why.

If this is the case, we would wish for the matter to be settled quickly and amicably; in order to do this, it may be easier for you to talk with our Reception Management team in the first instance, who are best placed to discuss your concerns and look at how they may be resolved.

Often it is not necessary to make a written complaint, however, if this situation does arise, please address your complaint to the Practice Manager.

You can send in a written complaint using the feedback form on the website, or via post to the practice. Please see our Complaints Procedure leaflet for more detailed information.

Once a complaint is received, we aim to;

  • Acknowledge your complaint within three working days
  • Aim to resolve the matter as soon as possible, pending the investigations required
  • Send a formal reply following the investigation, or you may be invited to meet with the person(s) concerned to resolve the issue
  • Keep you informed as the investigation progresses, if it is likely to take a longer period of time

Whilst we would like to do all we can within the practice to resolve your concerns, if you are not satisfied with the practice response but do not want to take matters further within the practice, you have the right to seek an independent review of your concerns from the Parliamentary & Health Service Ombudsman.

All feedback we receive is shared with relevant staff members and their teams.

We aim to either continue to provide the best clinical and customer service possible, or improve and learn from our mistakes.