Feedback and complaints

Are you happy with our services?

We hope that you will tell us when we have got things right for you and when perhaps things did not go so well. It is very important to us that we hear from you so that we can use your feedback to continually improve our services for the benefit of all patients. We are interested in hearing your:

  • Compliments
  • Comments
  • Complaints
  • Concerns

Compliments

If you would like to tell us when something has gone well, you can:

  • Review us: post a review on the NHS Website
  • Speak personally to the member of staff providing your care and treatment
  • Put your feedback in writing to the practice manager and/or the staff member(s) concerned

Comments

There may be occasions when you would simply like to comment on our services or suggest ways to change or improve. To let us know your comments you can:

  • Speak to us: ask to speak to the practice manager
  • E-mail us at prices.mill@nhs.net, please mark it for the attention of the Practice Manager.
  • Write to us
  • Complete a comment card: cards and a suggestion box can be found in the reception and waiting areas

Complaints and concerns

We recognise that we will not get things right all the time, so if you do have any concerns or complaints, it is important that you tell us about these as soon as possible so that we can try to put things right. Remember if you are concerned about something, the sooner you tell us, the quicker we can try to find a solution.

You can let us know your concerns or complaints in the following ways:

Complaints made on behalf of a patient by a third party require the consent of the patient as we may need to discuss confidential patient information to resolve the complaint.

Complaining to other authorities

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and give us an opportunity to improve our practice. However, if you feel you cannot raise your complaint with us, you may contact NHS England, using the contact details shown below.

Will my care be affected by raising my concerns or complaint?

No, your care will not be adversely affected by you raising your concerns or complaints with us. It might very well help to improve your care; because it is only by knowing and listening to what people have to say that we can make things better for you and others.

Consent

If you are raising a complaint on behalf of someone else, we may need their consent before we can investigate and share the results of that investigation with you.

What happens if we cannot resolve your complaint?

We will do everything we can to find a resolution to any concerns or complaint that you may have. However, there may be occasions when we have tried hard to resolve your complaint but you are still dissatisfied. In these circumstances, you can ask the Parliamentary and Health Service Ombudsman to review your complaint and the way in which we have responded to you. You can contact them in the following ways: