Give Feedback

Your views are important to us!

As a practice we believe it is important to hear the views of our patients on the services they receive.  We appreciate all forms of feedback as it is a valuable way of seeing what is working and what can be improved with regards to the practice and the services we offer. Feedback from the people that use our services is even more valuable. We look at the feedback on a regular basis.  This includes doctors, managers, nurses, administrative and reception staff.  We take your comments very seriously to help us improve the way we work.

In order to improve our services we gather feedback from a number of sources, for example, the national patient survey and Friends and Family Test.  You can complete the Friends and Family Test on the home page.  

You can provide your feedback in the following ways:

1. Written feedback

Written feedback can be brought in and handed to reception. 

2. Leave a review on the NHS website

You can leave a review on the NHS website by following this link.

3. Friends and family test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

You can submit your feedback by either completing the form below or if you have an appointment you will be sent a Feedback SMS Text Message with the survey link embedded (the link is sent to a randomised amount of patients).

Listening to the views of patients and staff helps identify what is working well, what can be improved and how.  The FFT asks people if they would recommend the services they have used and offers a range of responses.

The FFT drives service improvement and has resulted in a number of revisions to the way we work, for example being able to access your full medical record online.    National scores so far have told us that at least nine out of ten patients respond positively on their experience. Patient comments also identify areas where improvements can be made so that providers can make care and treatment better for everyone.

Please watch the video to find out more.

5. Make a complaint

If you have any complaints or concerns about the service that you have received
from the doctors or staff working for this practice, please let us know. 
We hope that most problems can be sorted out easily and quickly, often at the time
they arise and with the person concerned. If your problem cannot be sorted out in
this way and you wish to make a complaint, we would like you to let us know as
soon as possible – ideally within a matter of days or at most a few weeks – because
this will enable us to establish what has happened more easily.

If it is not possible to do that, please let us have details of your complaint:

• Within 12 months of the incident that caused the problem; or
• Within 12 months of discovering that you have a problem, provided it is within 12 months of the incident
• If your complaint falls outside this timescale, it must be stated in thecomplaint the reasons why the complaint has not been made earlier sothat it can be considered with all the relevant information.

Lisa Baldwin, our Practice Manager, will be pleased to deal with any complaint. She
will explain the procedure to you and make sure that your concerns are dealt with
promptly.

You can make your complaint:

In person – Ask to speak to Lisa Baldwin, an appointment may be necessary
In writing – some complaints may be easier to explain in writing – please give as
much information as you can, then send your complaint to the practice for the
attention of the Practice Manager as soon as possible, alternatively complaint forms
are available at the front desk.