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Patient Feedback

We welcome your feedback and encourage patients to share their experiences of the service they receive. We are delighted when a patient wants to share their positive experiences. Equally, we welcome hearing about things that have not gone so well as it enables us to review our processes and make any necessary improvements.

Compliments

If you would like to share your positive experiences of the surgery or compliment, you can:

  • Speak to the member of staff involved in your treatment
  • Put your feedback in writing to the Practice Manager or staff member involved.
  • Leave a review on NHS choices - www.nhs.uk
  • Complete a feedback slip in reception and place it in the comments box
  • Complete a feedback form on our website - Suggestions and Comments Form

Comments

There may be times when you just wish to comment on our services or suggest ways in which we can improve. You can do this in the following ways:

Concerns and Complaints

We are always sorry when a patient is not happy with the service or treatment they receive. However, we recognise that we do not always get it right and encourage patients to share their concerns or complaints so that we can review our processes.  In most cases, the matter can be resolved by talking to the Practice Manager or member of staff involved. The sooner you let us know, the easier it is for us to resolve the matter. A complaints form is available at reception or below or alternatively, you can put the matter in writing addressed to the Practice Manager.

If you wish to make a complaint we will look to settle the complaint as soon as possible. We will acknowledge receipt within 3 working days and will aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this, we will let you know and keep you informed as the investigation progresses.

When looking into a complaint, we look to see what has happened and why, to see if their is something we can learn and make it possible for you to discuss the issue with those involved if you would like to do so. We ensure that when mistakes have happened we acknowledge them, apologise and take steps to make them right. When the investigations are complete, your complaint will be determined and a formal response will be sent to you. The final response letter will include details of the result and also your right to escalate the matter further if you are not fully satisfied with our response.

Your care will not be adversely effected by any concern or complaint.

Patient complaints form

Complaining on behalf of someone else

If you are complaining on someone's behalf, we will need their consent before we can investigate the matter and share the results with you. Please note that we are unable to discuss any issue relating to someone else without their express permission, except in cases where the patient does not have capacity to consent.

Patient Third Party consent to complaint

Next steps

We will endeavour to do all we can to resolve a matter. However, there may come a time when we can do no more. In such a case we would let you know and direct you to the Parliamentary and Health Service Ombudsman. They can be contacted at:

By post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Patient Advice and Liaison Service

The Patient Advice and Liaison Service (PALS) offers a free and confidential service to NHS patients, carers and family members. PALS can help you if you have concerns but do not wish to complain, if you have a problem but do not know who to talk to about it, if you are worried but not sure what to do or if you need information but are not sure who to ask. They can be contacted at:

By post: PALS Office, Gloucestershire Royal Hospital, Great Western Road, Gloucester, GL1 3NN

Tel: 0800 019 3282 or 0800 015 1548

Email: ghn-tr.pals.gloshospitals@nhs.net



 
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