Feedback and Comments:

Have your say and improve your care or treatment we give you anytime you visit your GP or have contact with the practice. You can do this by completing a feedback form or NHS friends and family form that can be found at our reception.

Alternatively, these options are also available on our website with the friends and family online tool located on our homepage. The online feedback form can be located by searching the word 'feedback' in the search tool and selecting the 'feedback form' option. Due to workload pressures and the volume of comments we receive, we are unable to respond to all feedback but would like to reassure you that your comments are taken seriously, and appropriate investigations and actions will be taken wherever necessary.

Patient Complaint Procedure:

We always try to provide the best service possible but there may be times when you feel this has not happened. We hope that most problems can be resolved easily and quickly at the time they arise and with the person concerned. However, if this is not possible and you wish to take the matter further, please let us know the details and we will explore the issues you have raised.

Our preference is that all complaints are submitted in writing as this means less chance of any communication errors between a patient and staff member, complaints are made in the exact wording intended by the patient, and it helps with the sharing of information between relevant people here at the surgery. However, we are happy to accept other forms of complaint communication in the event it cannot be submitted in writing.

Who to contact with your complaint:

Complaints should be addressed to the Practice Manager.

What happens next:

A complaint acknowledgement letter will ordinarily be sent out to you within 3 working days.

We will then explore the issues you have raised and respond as soon as our processes have been completed. When we investigate your comments, we aim to find out what happened and hopefully answer the issues you have raised to your satisfaction. We will also take on board any learning messages from your comments so that we can review our practices and procedures and implement changes if needed.

There is no specific NHS timescale in which you should expect to receive the final complaint response. Complaints differ in terms of complexity and therefore some responses will be quicker to formulate than others depending on the investigation process that needs to take place.

We therefore thank you for your patience and understanding whilst our investigations take place. 

Please note: When making an official complaint, you should make it clear on any correspondence sent to us that your comments are made as an official complaint, including if you submit a complaint using the online feedback form option which can be located by searching the word 'feedback' in the search tool and selecting the 'feedback form' option. This will ensure your feedback is investigated through our official complaint procedure and avoid any doubt over the status of your comments.

*If you are unable to submit your comment or complaint using our online forms or paper documentation available at our reception, you can also contact the surgery to make your comment or complaint verbally.

*The online and paper feedback options available to our patients can also be used for positive feedback in which case the comments will be cascaded to practice members.