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FEEDBACK AND COMPLAINTS

 We would like you to think about your most recent experience of our service - and give us your feedback. 

The "Friends and Family Test" is a method of assessing the care our patients receive by asking if you would recommend our service to your friends and family. 

Feedback from our patients is collated monthly and is sent to NHS England so that they can assess what our patients think about the services we provide. 

Spencer Street Surgery is managing the friends and family test via a service called "I want great care", some of you may have heard of this if you have been asked to provide feedback for other services, for example the local hospital. 

We would very much welcome and appreciate your feedback - The questionnaire consists of five questions and there is space to leave a comment, so it should only take a couple of minutes to complete.  Below is a copyof the questions, and a link to our feedback page. 

Thank you, your feedback is always appreciated, it helps us to shape our services for the benefit of our patients.

 

    https://www.iwantgreatcare.org/gpsurgeries/spencer-st-surgery/reviews/new

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LET THE PRACTICE KNOW YOUR VIEWS

Spencer Street Surgery is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

HOW TO COMPLAIN

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem OR within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us, unless there are circumstances preventing this.  At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate

Identify what the practice can do to make sure the problem does not happen again.

For further information, please see attached documents:

For help and support lodging your complaint: best life advocacy services.pdf

Spencer Street Surgery Complaints leaflet: Complaints and Comments Leaflet.doc

NHS Complaints leaflet: NHS_complaints_guidance_leaflet.pdf



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