Compliments or Complaints

Let the Surgery know your views

We are always looking for ways to improve the service we offer our patients and to have positive feedback on the areas we do well. To do this effectively, we need to know what you think about the services you receive. Please tell us what we do best, where we don’t meet your expectations plus any ideas or suggestion you may have. Only by listening to you can we continue to build and improve on the service it offers.

Compliments, Comments and or feedback

It is always lovely to hear about the things we do well and we appreciate all your compliments.

We also understand that sometimes you want to feedback or comment on the Surgery which is not a complaint.

For both of the above please can you use the form below or email us directly on cmicb-wi.stcatherinessurgery@nhs.net addressed for the attention of Janine Clarke.

Compliments, comments or feedback form

Complaints

Practice Complaints Procedure

If you have complaint about the service you have received from any member of staff working in this Surgery, please let us know. We operate a Complaints Procedure as part of the NHS system for dealing with complains and our system meets national criteria.

In the first instance please discuss your complaint with the staff member concerned. If the issue can not be resolved at this stage then please contact our Reception Supervisor who will try to resolve the issue and also offer further advice on the complaint procedure. If the matter still has not been resolved and you now would like to make a formal complaint, please let our Patient Services Manager know as soon as possible, ideally within a few days of the incident as this will enable us to get a clear picture of the circumstances from yourself and the staff member concerned.

When we look into a complaint we aim to:-

• ascertain the full circumstances of the complaint
• make arrangements for you to discuss the issue with those concerned if you would like this option
• make sure you receive a sincere apology where this is appropriate
• identify what we can do to make sure the issue does not happen again.

If you wish to complain on behalf of someone else then we need to know that you have their permission to do so as this Surgery keeps strictly to the rules of medical confidentiality. Please provide a note signed by the person concerned , unless they are incapable of providing this due to illness or disability.

Advocacy service for NHS complaints

This is a national service that supports people who want to make a complaint about their NHS care or treatment. Please click here to visit their website.

Ombudsman

If you feel that you have not received a satisfactory response from the Surgery, your CQC or NHS England then you can refer your complaint to the Parliamentary and Health Service Ombudsman who will further investigate your complaint. Please click here to visit their website.