Surveys

Suggestions, Comments and Complaints

We welcome all comments on the services provided by the Practice. We are continually looking to turn our patients’ 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. We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received. We’ll let the staff involved know and share the good practice across our teams.

You may write to us or contact us by phone.

Complaints procedure

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. However, if you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. Complaints or concerns about the service you have received from the Practice should be addressed to the Surgery Manager at your usual site. Please be as specific as possible. We will thoroughly investigate your complaint and will do our best to explain what has happened and respond where necessary.

NHS England Customer Care Centre

The NHS England Customer Care Centre is available for patients to use if they have any complaint query or concern about GP services. The Customer Care Centre provides patients with a helpful contact point and support when they have issues.

Telephone: 0300 311 22 33

Email: england.contactus@nhs.net

General Post (including complaints): NHS England, PO Box 16738, Redditch, B97 9PT

Website: www.england.nhs.uk/contact-us

Patient Surveys

Every year a national GP survey is sent out to a random selection of patients. The National GP Patient Survey assesses patients’ experience of healthcare services provided by GP practices, including experience of access, making appointments, the quality of care received from healthcare professionals, patient health and experience of NHS services when their GP practice was closed. The survey also includes a number of questions assessing patients’ experience of NHS dental services.

The results of the survey are published by Ipsos MORI on behalf of NHS England on the GP Patient Survey publication website http://www.gp-patient.co.uk

Friends and Family Test

The NHS Friends and Family Test (FFT) was created to help service 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.

When you complete your treatment or are discharged from a service, you will often be invited to complete the FFT. You may be asked while you are still on the premises, or you may be contacted within the 48 hours that follow. We have a box and feedback forms in waiting rooms at each of our sites, so you can complete one at any time.

Complete the Friends and Family Test by clicking here – Friends and family test