Patient Feedback and Complaints
We welcome feedback from patients good or bad, it really helps us to adapt and develop our services.
We aren’t perfect and don’t always get it right. But we try to give you the highest possible standard of service. We welcome your suggestions and our team are keen to resolve any problems that you may have experienced. And if you have a moment it’s always nice to get positive comments as well.
There are a number of ways you can give feedback or to raise a formal complaint.
A. Concerns / Problems / Suggestions
The quickest and simplest route is to:
- Email or phone Practice Manager, Sue Saunders – contact details below. This enables us to respond to you direct and quickly. Most concerns can be resolved in this way
- Email us - for the attention of the PPG - If you have a suggestion and would like to see what other patients think, our Patient Participation Group would like to hear from you
- Complete the Friends and Family Test (FFT) You can voluntarily give quick, anonymous, feedback each time you use one of our services, on post cards in the practice or by downloading the FFT form which you can download from the FORMS page and email: firstname.lastname@example.org or phone 01892 515455
B. Formal complaints procedure
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering an issue, giving as much detail as you can.
For details of how to register a formal complaint download our Complaints procedure or ask for a copy at Reception.
C. Leave an online comment on the NHS Choices website
NHS Choices is a great resource for all information regarding your own health and also the services provided in your area. In addition, NHS Choices website provides a general feedback route about St Andrews, however, this is an anonymous review service and limits our ability to investigate any concern raised. If you would like to discuss your concern, then please contact Practice Manager Sue Saunders, by email or phone.