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Your Feedback & Complaints

Your Feedback

We would like to obtain your feedback about your recent experience of our service through our ‘Friends and Family’ Test available from your GP or Reception.

When you are at the Surgery please complete the card and place it in the box provided.

Alternatively you can complete this test online Friends & Family Survey

Complaints

We make every effort to give the best service possible to everyone who attends our practice and we welcome any feedback or helpful suggestions you may have.

We know that things can go wrong resulting in a genuine cause for complaint. If this is so, we hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. 

       

Our Complaints Procedure is structured around three main principles – listening, responding and improving.

Most problems can be sorted out quickly and easily so please talk to us.

Where we are unable to resolve your complaint and you wish to make a formal complaint, please do so in writing as soon as possible after the event, ideally within a few days.

 

Please use the form below and be as specific and concise as possible and this will enable us to establish what happened more easily. 

 

Click on this link for further details on our approach to complaints, useful contact numbers and the Complaints form

 

If you are unable to complain as soon as possible after the event then your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

This 12 month limit may not apply if the practice is satisfied that there were good reasons for not being able to make the complaint within the time limit. Despite the delay, it may still be possible to investigate matters effectively and fairly.

The Practice Complaints Manager is Louise West and Dr Chris Langley is the GP partner ‘responsible person’ for complaints.

What we will do

 

Our Practice Manager will make sure that your concerns are dealt with promptly and will acknowledge receipt within 3 working days. She will aim to have looked into the matter within 10 working days.

If the matter is likely to take longer we will let you know and keep you informed as the investigation progresses.

We will investigate the circumstances of your complaint; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

 

You will receive a written response setting out the result of the investigation.

 

For Further Help & Information

Health Service Ombudsman

The Patient Advice and Liaison Service (PALS)

NHS England

 

 

 

 

 

 

 

 

 


 



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