Feedback and Complaints
What do you think of our services?
As a practice we are committed to providing the best care we can to our community and your feedback helps us to recognise what we do well and to act on areas for improvement.
The Friends and Family Test is a way for patients to recognise great service. Patients can give anonymous feedback quickly and have their say on the care and treatment they experience at our practices. It helps to improve our services by highlighting what is working well and what can be improved.
We send a text message to everyone with a mobile phone after their appointment to see how we’ve done and paper versions are available at reception.
In 2018/9, 5447 patients responded and 87.3% would recommend us to friends and family.
Online Feedback Form
Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering it. Please provide as as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. Complaints should be made in writing, and upon receipt this will be allocated to the most appropriate manager who will investigate your complaint and respond.
