Comments, Compliments, Complaints and Suggestions
Making a Complaint
If you have any complaints or concerns about the services we provide or the care and treatment you have received from any of our team, please let us know.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible so we can investigate and resolve your issue. Please let us have details of your complaint within twelve months of the problem occurring.
The management team will be pleased to deal with any complaint both verbally or in written format. Our experience has found that by putting your problem down on paper helps you to put issues and incidents in chronological order and fully explain how problems arose - please provide us with as much information as can. Please hand in or post your complaint addressed to the Practice Management Team.
What We Shall Do
Our complaints procedure is designed to make sure that we resolve any complaints as quickly as possible for our patients.
We aim to have investigated and written with a reply within three working days of receiving your letter; however sometimes we may need more time to fully investigate your issues and discuss with those involved; in this instance we would write to you advise of how long we expect our investigation to take.
When we investigate your complaint, we shall look to find out what happened and what went wrong, identify what we can do to make sure the problem doesn’t happen again, make sure you receive an apology, where appropriate and make it possible for you to discuss the problem with those concerned, if you would like this.
At the end of the investigation we will write to you with details of the investigation and the outcome.
What You Can Do Next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However this does not affect your right to share your complaint with NHS England PO Box 16738, Redditch, B97 9PT , 03003 11 22 33. Email: England.firstname.lastname@example.org
If you remain dissatisfied with the responses to your complaint you can refer your complaint to the Parliamentary and Health Service Ombudsman, Millbank Tower, London, SW1P 4QP or visit the ‘making a complaint page’ at http://www.ombudsman.org.uk/make-a-complaint (to complain online to download a paper form). Alternatively the complainant may call the PHSO Customer Helpline on 0345 015 4033 from 8.30am to 5.30pm, Monday to Friday or send a text to their ‘call back’ service: 07624 813 005.
Have Your Say
Share Your Ideas
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Please share any of your ideas and suggestions to help us improve our services.
We have a suggestions box available in reception at both sites along with the option to submit ideas online via the form opposite.
Family and Friends Feedback
The NHS Friends and Family Test (FFT) was created to help medical practices and other healthcare providers understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.
Filling out the FFT form
You will be asked to answer the question: "How likely are you to recommend our service to friends and family if they needed similar care or treatment?"
You can rank your answer from "extremely likely" to "extremely unlikely". You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow-up questions. This is important because service providers can only make changes if they know exactly what is or is not working.
The FFT is available in practice or can be completed online opposite.
Patient Participation Group
A Patient Participation Group was formed by the practice in 2011 and regular meetings are held where all members of the group are invited into the practice. The meetings give the practice feedback and ideas from the perspective of patients.
The minutes from the meetings are available to view on the website; click here to visit the Patient Group page.
Please speak with our reception team should you wish to join our group.