Comments and Complaints

GP Feedback and Complaints

If you have a complaint about the care or NHS services provided to you by your GP (general practice), you can raise these directly with The Surgery @ Wheatbridge in the first instance.

Please do this by contacting your Practice Management team. Its always best to do this by email to surgery.wheatbridge@nhs.net for the attention of the practice management team, or in writing. However we understand sometimes you may need a more urgent answer and will need to phone the surgery.

Please note that when you telephone the surgery it may not always be possible for you to speak to the practice management team immeditely, and reception may take your number and you may be called back at a later time, and depending on the type of complaint, you may then be asked to put this into your own words in writing. Doing this avoids us interpreting the complaint incorrectly and helps us to answer your concern(s) fully and correctly the first time.

Your complaint will be acknowledged and investigated by our Management Team either Matthew O'Malley (Practice Manger) or Angie Baker (Assistant Practice Manager) who will keep you up to date with the complaints process.

Compliments

You can also share positive feedback and compliments about the service you receive also with the Practice Management team.

Reviews

You can leave a review on our NHS.uk page below:

Leave a review - The Surgery At Wheatbridge - NHS (www.nhs.uk)

Alternatively, if you prefer, you can contact the Integrated Care Board (ICB) Complaints Team who will advise if your complaint can be handled by the ICB's Primary Care Complaints Team.

Unsure of who to complain to?

We recognise that the NHS is incredibly complex, and it is not always easy to see where best to send your complaints. If you are unsure then do please ask us and we’ll help you to direct your complaint to the right place.

The ICB PALS Team can be contacted on 0800 032 32 35 or via email ddicb.pals@nhs.net

If you require support because English is not your first language, please contact us and we will signpost you to the relevant interpretation service.

Need support with making your complaint?

If you need support to make a complaint, independent advocacy is provided locally for Derbyshire residents by:

https://cloverleaf-advocacy.co.uk

Tel: 01924 454874
Email: referrals@cloverleaf-advocacy.co.uk
Download a Referral Form (EXTERNAL WORD DOCUMENT LINK)

You can also leave feedback and share your experience of health and social services in Derby and Derbyshire by contacting your local Healthwatch.

Healthwatch Derby

Tel: 01332 643 988

Healthwatch Derbyshire

Tel: 01773 880 786

We always try to provide the best services possible, but there may be times when you feel that this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient concerns. We hope that you will use it to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. We have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the complaint is being made by someone other than the patient.

If you wish to make a complaint please telephone or write to our practice manager or request a complaint form at the reception desk. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly so we will acknowledge your complaint and will aim to give a full response within an agreed timescale. We will keep you informed throughout. You may be offered a meeting to discuss the details in which case you may bring a friend or relative with you. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

Please note: if you remain dissatisfied with our response to your concerns you may also approach POhWER who provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide. Please contact : 0300 456 2370.

It is also our duty to advise you that you have the right to seek independent review from NHS ENGLAND at:

NHS England
P.O. Box 16738
Redditch
B97 9PT

Or email on: england.contactus@nhs.net