We are continually looking to turn patient 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.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01159 440088
Making a complaint
There may be times when you feel you have not received the appropriate care or treatment, either clinical or service. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. However, if your problem cannot be dealt with in this way please let us know, ideally within a matter of days, to give us the opportunity to establish what happened and put things right more easily.
We have a complaints procedure as part of an NHS system for dealing with complaints. In the first instance complaints should be addressed to the practice manager, either verbally or in writing. He will explain the complaints procedure to you and will make sure that your issue is dealt with promptly.
We aim to acknowledge receipt of your complaint within five working days and to have looked into it, and hopefully have resolved the matter, within twenty working days.
We do of course keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
You and Your General Practice
NHS England has produced an information page called You and Your General Practice. This guide sets out what patients can expect from their GP practice and what practices ask in return, so that everyone understands how to get the best from general practice services.
What the guide includes:
The page explains:
What you can expect from your GP practice.
Your GP practice is here to support your health and wellbeing. The guide explains the standards you should receive when accessing services, such as being treated with dignity and respect, being offered safe and effective care, and being listened to.
What your GP practice expects from you.
To help us provide care efficiently and fairly for everyone, the guide outlines what practices ask of patients. This includes things like attending appointments on time, treating staff respectfully, and cancelling appointments you no longer need so they can be offered to someone else.
Working together
The relationship between you and your GP practice works best when there is clear communication and mutual understanding. The guide highlights how both patients and practices can work in partnership to improve health outcomes and make sure care is accessible for all.
Feedback and concerns
The NHS encourages feedback so that services can continue to improve. The guide explains how you can share your experiences, give suggestions, or raise concerns if you feel something has not gone as it should.
Why this matters
“You and Your General Practice” has been designed to:
- Give patients clear information about how GP practices work.
- Make it easier to know what to expect when you use GP services.
- Help both patients and staff have a positive, respectful experience.
- Support good communication and reduce misunderstandings.
Read the full guide
You can view the NHS England page in full here:
You and Your General Practice – NHS England
We encourage all our patients to take a few minutes to read this page. It provides useful insight into how general practice works and how we can all play a part in keeping services effective, fair, and supportive for our whole community.