We always try to provide the best services possible, but there may be times when you feel this has not happened.
Compliments
Our staff and doctors do their utmost to provide the best clinical and customer services to our patients as possible. Many of our patients are appreciative of this and do provide positive feedback. As in any occupation it is helpful and encouraging to receive positive feedback when you feel that we have done something well. Such feedback can be provided in many ways including the following:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- by writing to the practice attention of the practice manager
- phone us on Great Massingham Surgery 01485 520521 or Bayfield Surgery 01485 521135
Making a complaint
We aim to give a good service to our patients based on clinical judgement.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. In the first instance it may be easier to talk to someone at the practice to see if the issue can be resolved.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
Often it is not necessary to make a written complaint however if such an occasion does arise then please address your complaint for the attention of the practice manager:
- We aim to acknowledge your complaint within three working days where possible.
- Your complaint will be investigated and then we will write to you with the outcome of our findings.
- If you wish to progress your complaint then on the bottom of our letter will be the contact details for NHS England Ombudsmen.
Full details will be taken and a decision made on how best to undertake the investigation.
