We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Comments
There may be occasions when you would simply like to comment on our services or suggest ways to improve. To let us know your comments, you can:
- Speak to us: ask to speak to the Practice Manager.
- Email 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.
- Take part in the Friends and Family Test.
- Leave a review on the NHS website.
- Phone us on 01453 832424
Complaints and concerns
We recognise that we may not always get things right. If you have concerns or complaints, it is important to let us know as soon as possible so we can address them. The sooner you tell us, the quicker we can work to find a solution.
You can let us know your concerns or complaints in the following ways:
- Speak to us: ask to speak to the Practice Manager.
- Email us at prices.mill@nhs.net, marking it for the attention of the Practice Manager.
- Write to us.
- Phone us on 01453 832424
Complaining on behalf of someone else
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 issue.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.