We love hearing about things we have done well! Please ensure you feed back to us your positive experiences as well as anything you aren’t happy about.
Feedback, Comments, Compliments & Complaints
We make every effort to give the best service possible to everyone who attends our practice. We are continually striving to improve our NHS service. Any helpful suggestions would be much appreciated and are welcome at any time either informally or via our Friends and Family Test, via the ‘Patient Participation Group’ or various feedback / survey forms.
The Good – Help us to be proud of our wonderful NHS Services!
We love to hear about things that we do well and what has made a positive difference to you and your loved ones. If you have any positive feedback we’d be grateful if you could post this on NHS UK: www.nhs.uk/services/gp-surgery/oswald-medical-centre/P81160/leave-a-review
The Bad – Let’s sort out the issues quickly and reasonably!
Unfortunately, Social Media, NHS UK and our formal complaints procedure is often used by patients to vent a minor grumble which can easily be resolved or explained to the satisfaction of everyone but which patients do not give us the chance to solve. They can also be used to publicly complain about things beyond the control of the Practice, such as technical issues with telephones, call queues and NHS policy complaints such as the rejection of a request for an over the counter medication.
We ask that patients speak with any member of our team in the first instance in all cases before initiating a formal complaint, posting on social media or leaving a negative review on NHS UK.
When discussing something you are not happy about with us, it’s important that you remain calm, listen to the information we give you and where applicable accept that the practice works under considerable pressure and often must comply with external policy and framework for example rules governing prescribing. Things are always much easier to resolve under a productive conversation rather than anger.
Rest assured we will always do everything we can to help as we understand that your health is important and can often be a cause of great concern to patients.
Complaints
We are aware that things can sometimes 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.
To pursue a complaint please speak to the Receptionist in the first instance who may be able to assist you with your query or issue. If this is not possible, you may contact the Practice Manager who will deal with your concerns appropriately.
Our complaints leaflet and procedure can be found in branches or downloaded below.
Complaints and feedback procedure (PDF, 185KB)
Complaints Policy (DOCX, 110KB)
Highs and Lows Feedback (DOCX, 21KB)
The Health Service Ombudsman in England
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. More information about bringing a complaint to the ombudsman.