Feedback & Complaints

Patient Feedback
We welcome constructive feedback from our patients regarding the services we provide. Please feel free to speak to us, write or email us with your ideas or concerns.


Abuse of Staff
In the view of the Partners it is unacceptable for patients or their relatives to physically or verbally abuse our staff. Working in a GP surgery is very stressful and difficult at the best of times and we operate a ‘zero tolerance’ policy to this kind of behaviour. Violent, aggressive or verbally-abusive behaviour towards any member of staff may be reported to the Police and the offending patient will be removed from our list immediately.

If you are angry, upset or irritated by any member of staff please use the practice complaints procedure rather than resorting to abuse.


Complaints
If you have a complaint, concern or suggestion don’t tell others, tell us!

Our practice operates the standard NHS Complaints Procedure. If you have any complaints, concerns, comments or suggestions please let us know. Complaint forms are available at reception and we will ensure that your concerns are addressed as rapidly as possible by our Practice Manager and the Partner with responsibility for complaints procedures.

Please be assured that we welcome any opportunity to improve our service by responding to constructive criticism and we do not ‘strike off’ patients for making a complaint. If you do not wish to make a formal complaint, please feel free to address your comments informally to any of the Partners or the Practice Manager.

AW Surgeries is committed to delivering a high quality service to our patients.  The CQC inspection report states that “Patients said they were treated with compassion, dignity and respect and they were involved in their care and decisions about their treatment.”

We can’t and don’t always get it right, and sometimes we need you to tell us where we need to make changes.

There are a number of ways of doing this.

  • Use the contact form below to tell us how we have upset you. We will respond to you within 24 hours and seek to make the situation right, or explain why we do things as we do. All of these complaints will be reviewed regularly by the Practice Management Team.
  • Contact a Patients Participation Group member, you will find the contact details on the Patient Panel tab of the website. They will discuss it with us at our monthly meeting.
  • If you are unhappy with the responses received from either of the above channels, then you can make a formal complaint directly to the Practice Management Team, by filling in the attached form and emailing it to complaints@awsurgeries.co.uk . We will acknowledge the complaint within 3 days.
    The details are within the form that can be downloaded here .

Patient Name (required)

Your Email (required)

Date of Birth (required)

Postcode (required)

Best Contact Details (required)

Complaint details: (Include dates, times, and names of practice personnel, if known)