Praise Thanks and Complaints
We are always keen to improve the service we offer. One of the most effective ways to achieve this is to listen to our patients and actively seek their feedback.
We are extremely grateful for the letters of thanks we receive and the kind comments given to our staff. We rarely receive formal complaints but when we do we try to resolve issues as quickly as possible.
Both praise and complaints are treated in the same way, in that, both are learning opportunities for the practice. Learning outcomes from satisfied or dissatisfied patients are shared with all the staff and changes to working practice, procedures or protocols are implemented accordingly.
You will see from the tabs at the top of this page there are several ways you can give your feedback. It is the practice policy to actively discourage the use of social media for giving feedback good or bad as this in not a confidential domain for our patients to use.
We do encourage you to use NHS Choices (see above) to leave your comments and satisfaction ratings but we also welcome the opportunity to give you a personal response. If you do use this method we kindly ask that you contact the Practice Manager to let her know who you are and give us the opportunity to thank you personally or to address your concerns appropriately.
Complaints
We welcome any suggestions for improvements in our Practice, and if you have a complaint about any specific episode, we’d like to hear about that too. If you don’t tell us we can’t make things better. You can write to one of us, tell a receptionist or doctor, or ask to speak to our Practice Manager, who has particular responsibility for this area. We take both suggestions and complaints seriously and guarantee to respond to you.
Please download our patient complaint procedure leaflet Complaint Leaflet:
For non urgent matters only, please contact the Practice Manager on 01279 814730.
For any other urgent enquiry please contact the surgery on the regular patient line 01279 814730.
If the surgery has not addressed your complaint to your satisfaction, then please contact the PALS patient liaison service on:
Telephone 0300 311 22 33
Or
The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone 0345 015 4033
Thank You