If you would like to leave Feedback for the practice please use our Feedback triage.

Complaints

We aim to give a good service to our patients based on clinical judgement.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. In the first instance it may be easier to talk to someone at the practice to see if the issue can be resolved.

Please do not hesitate to contact or ask to speak to our Practice Manager who will listen to your enquiry or complaint in person and do their best to help you.

Often it is not necessary to make a written complaint however if such an occasion does arise then please address your complaint for the attention of the Practice Manager:

• We aim to acknowledge your complaint within three working days where possible.
• Your complaint will be investigated and then we will write to you with the outcome of our findings.
• If you wish to progress your complaint then on the bottom of our letter will be the contact details for NHS England Ombudsmen.

Compliments

Our staff and doctors do their utmost to provide the best clinical and customer services to our patients as possible. Many of our patients are appreciative of this and do provide positive feedback. As in any occupation it is helpful and encouraging to receive positive feedback when you feel that we have done something well.

If you have any suggestions or comments, please complete our online feedback form.

If you are unhappy about any service you are receiving at the practice, you can write directly to the practice manager by completing the Contact the Practice form or via email to west.pottergate@nhs.net.