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Comments & Complaints

(Please do not use this form to request appointments)


We value all feedback positive and negative. You can rate our surgery and provide feedback on NHS Choices website, share your experience on the CQC website, complete Friends and Family Test or complete the form below.


Most issues that arise in the surgery can be resolved quickly and easily at the time they occur. Please let us know if you have a concern and we will do our best to investigate as necessary and explain it to you. If this is not possible and you do wish to make a complaint please let us know in writing as soon as possible so that we can establish your concern straightaway. If you do not wish to put it in writing please ask to speak to Mrs. Aija Selby, Practice Manager, who can arrange an appointment in order to discuss your concerns. She will also explain the complaints procedure to you. Alternatively please fill out the form below to inform us of a complaint.


YGP
COMPLAINTS PROCEDURE

 
Our aim is to deliver the highest possible standard of care and service at all times and we try to work swiftly to resolve any problems that may occur.
 
If you have any concern or complaint about the service you have received from us - a doctor or any of the staff working in this Practice, please let us know.
 
The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS

 
 
How to Complain
 
Hopefully, most issues can be resolved quickly and easily at the time they arise with the person concerned. If this is not possible and you wish to make a complaint, please let us know as soon as possible, in order that we can accurately establish what happened.
 
Should you wish to document your complaint, it should be addressed to our Practice Manager, Aija Selby, or, if you prefer, you can ask for an appointment with her to talk through your concerns. She will listen to your complaint, explain the procedure for dealing with it and ensure your complaint is dealt with promptly. Alternatively you can use our on-line facility under the ‘Comments and Complaints’ section on our website www.yaxleygp.nhs.uk
 
 
What we will do
 
We will acknowledge your complaint within two working days and aim to have fully investigated your complaint within twenty working days of the date when you brought it to our attention. We will then reply in writing. On some occasions, we will propose a meeting with the people involved. When we look at your complaint we will:
 

  • find out what happened and what went wrong
  • make it possible for you to discuss the issues with those concerned, if you would like this
  • make sure you receive a proper apology - when appropriate
  • identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else
 
We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable (because of illness) of providing this.
 
 
Complaining to the Health Authority
 
We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, East Anglia Area Team, on 0113 825 5566 or e-mail them at england.ea-cservice@nhs.net
 
You also have the option to contact the Health Service Ombudsman to request an independent review of your complaint. Their contact details are: The Parliamentary and Health Service Ombudsman for England, Millbank Tower, Millbank, London, SW1P 4QP. Their helpline number is 0345 015 4033 and their e-mail address is Phso.enquiries@ombudsman.org.uk. Further information about the Ombudsman is available at www.ombudsman.org.uk. Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.
 
Furthermore, the NHS Complaints Advocacy offers a free, confidential service for NHS service users. They can be contacted at POhWER, P.O.Box 14043, Birmingham, B6 9BL. Their telephone number is 0300 456 2370 and their e-mail address is pohwer@pohwer.net
 

 

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