Feedback, Compliments and Complaints
We are continually looking to improve our services. Therefore, your feedback, both positive and negative, is always welcomed.
Surgery Feedback Form
Your feedback helps us understand what is working well and less well for our patients, their families and carers. We use this feedback to review the way we do things and to change them if necessary. Compliments are also shared with the staff involved and used as examples of good practice for the wider team.
To tell us about your experience, please fill in our Surgery Feedback Form. You can do this anonymously if you wish. If you would like a response, please include your name and an email address or phone number. We will then review your feedback and get back to you with an update within 5 working days. Please be assured that any information you provide will be dealt with in the strictest of confidence. Alternatively, if you would prefer, please call or visit the surgery to discuss your feedback.
There's a different way to make a formal complaint. Please see section below.
You and Your General Practice
NHS England has developed a guide called You and your General Practice. It helps you to understand what to expect from your practice.
It includes, but is not limited to, practice opening hours, online access and types of appointments. In addition, there is advice on how you can get the best from your GP team.
As part of this, the guide advises patients and their representatives that their GP practice should be the first point of contact if they want to give feedback or raise a concern.
When you send information about your experience to your practice, they will share it with the relevant people. If you request a response they will treat it as a concern. If you do not request a response, they will treat it as feedback, whether positive or negative.
Should you not wish to give feedback or raise a concern directly to your GP Practice, the guide states that you have the option to contact your local NHS Integrated Health Board (ICB) or local Healthwatch instead.
An ICB funds all GP services in the area. Healthwatch is an organisation which represents the patient voice to improve health and social care services. Contact details for the Surrey area are below:
Contact NHS Surrey Heartlands ICB
Formal Complaints
We take all feedback very seriously. If you do have an issue or concern about the care or the experience you have had that we have not been able to resolve through other means, you may wish to make a formal complaint. This will then start a formal investigation process by our surgery.
If you require assistance in raising a complaint, the Independent Health Complaints Advocacy Service can provide free, confidential, and independent support to help you to make a complaint about an NHS service. It is provided by Healthwatch Surrey in partnership with SILC (Surrey Independent Living Charity).
You can contact the team via:
- Telephone: 01483 458 111
- Text (SMS): 07771 108 624
- Email: admin@surreyilc.org.uk
- Website: www.surreyilc.org.uk/independent-health-complaints-advocacy-service/