Suggestions and Complaints

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We welcome all comments on the services provided by the Practice.

You may submit any comments via our online Patient Feedback form.

We are continually looking to turn out 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.

Please note: This form should only be used to provide your feedback on the website, your experiences as a patient or the services we provide. Please do not use it to ask questions or request prescriptions as we are unable to respond or deal with these requests via the form – please use our Online Services instead.

Alternatively you may write to us or contact us by phone or fax. Our details can be found on our Contact Us page.

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a complaint, please do so as soon as possible - ideally within a  matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible 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.

In person: You can ask to meet with Angela Reeves. If you would like to meet to discuss your complaint in person you are welcome to be accompanied to this meeting.

In writing: Either using the attached form or compile your own letter.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be  needed, unless they are incapable (because of illness or infirmity) of providing this.

What we will do

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay  and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make sure you receive an apology if this is appropriate, and take steps to make sure any problem  does not arise again, if appropriate.

You will receive a final letter setting out the result of any practice investigations.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our  practice.

If you would like advice on complaints please access the following websites:

• The NHS Website
• Citizens Advice
• Public Law Project