Have Your Say/Complaints
You Said....We Did....
From your comments and suggestions we have:
Increased the amount of people answering the telephones at the busiest time of day, and also on busy days we have two members of staff on the front desk.
Ensure that we keep the posters in reception to a minimum and ensure they are in-date.
Repainted the reception area, patients toilets and clinical rooms.
If you have any further suggestions or comments please let us know!
Patient Survey Results
Friends and Family Test
We are encouraging our patients to give their views about how the practice is doing. NHS Midlands and East want you to have the best possible experience of care. The NHS Friends and Family Test is a way of gathering your feedback, so we can continually review our service. Please follow this link here and once completed return to the GP Practice
Compliments
If you wish to feedback a compliment with regards to the surgery/the service you have received; please feel free to write to the practice or by calling us.
Complaints
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
Please click here to find a copy of our complaints procedure, complaints leaflet or our easy read complaints leaflet can be viewed here.
If you have a complaint or a concern about the service you have received from the doctors or any of the staff working in this practice then we would like to know about this. In the first instance we encourage you to contact our Practice Manager Claire Glover to discuss this further. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Email nnicb-nn.patientexperience@nhs.net
Telephone: 0115 8839570 or
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB.
Is there a time limit?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.
Please remember, the quicker you complain, the easier it will be to investigate the facts.
If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.
For more information see their website www.ombudsman.org.uk
Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370. For more information see their website www.pohwer.net
Well pharmacy (next door to us), is its own independent business and any concerns need to be made directly to them not to the practice.