Suggestions, Comments and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide. If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints Triage. We welcome constructive feedback from our patients regarding the services we provide.

Complaints

Our practice operates the standard NHS Complaints Procedure. If you have any complaints, concerns, comments or suggestions please let us know. 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:

  • Contact a Patients Participation Group member, you will find the contact details on the Patient Participation Group page. 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 using our online Contact the Practice form.

Please be sure to include the following information:

  • Patient Name
  • Your Email Address
  • Date of Birth
  • Postcode
  • Best Contact Details
  • Complaint details: (Include dates, times, and names of practice personnel, if known)

We will acknowledge the complaint within 3 working days.