Your review must be about a specific experience and not a general view of the NHS or the service as a whole.
Complaints and feedback
Friends and Family Test
GP patient survey
The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.
Suggestions and Feedback Form
Only use this form for comments about the practice and suggestions as to how we can improve our service to you.
Medical matters and official complaints cannot be dealt with via this form.
Complaints Form
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.
To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately.
Complaints Procedure
If you have a complaint about the service that you have received from our practice or any of the staff working here, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints.
How to complain
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 happened more easily. Complaints should be made;
- Within 12 months of the matter which caused the problem; or
- Within 12 months of becoming aware you have something to complain about.
You should contact or write to the Managing Partner or your practitioner if you wish to make a formal complaint. You should address your complaint to Louise Johnston. It would be helpful if you can give us specific details of what you feel went wrong and what outcome you would like.
Whilst we prefer complaints to be written, you can complain in any way that suits you; verbal (in person or on the telephone) or in writing.
What we will do
We will aim to acknowledge your complaint within 3 working days and/or discuss your concerns with you and agree the way forward. We will investigate your complaint and aim to provide you with a response within 20 working days, if this is not possible we will update you on the timeframes.
When we look into your complaint, we will aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would find this helpful;
- Identify what we can learn from your complaint and what we can do to try make sure the problem doesn't happen again in order to improve our services.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A third party consent form will be needed.
Patient Advice and Liaison Service (PALS)
If you feel you cannot discuss your concerns with us, you can contact PALS who are happy to listen and offer support.