Complaints & Feedback
We aim to provide the highest possible standards of care and service to our patients and we are always looking at ways to improve. We want you to tell us what we do best and where we don't meet your expectations, together with any ideas and suggestions you may have.
If something goes wrong, we hope that this can be sorted out easily and quickly, at the time the problem arises. Just let us know what has happened and ask to speak to a manager.
If we cannot solve your problem and you wish to make a complaint, please let us know as soon as possible, ideally within a few days or at most a few weeks - this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
- within 12 months of the incident that caused the problem
- within 12 months of discovering the problem
Please use either of the forms below to register a complaint or comment about the surgery:
Alternatively, you can write us a letter or contact us on 01283 732257 and ask to speak to a manager.
You also have the option to make your complaint to Derby & Derbyshire Integrated Care Board:
- by phoning 01332 981601 (available in office hours Mon - Fri)
- emailing ddicb.complaints@nhs.net
- in writing to Chief Executive Officer, NHS Derby & Derbyshire Integrated Care Board, 1st Floor North, Cardinal Square, 10 Nottingham Road, Derby DE1 3QT
Please see their website for more information: https://joinedupcarederbyshire.co.uk/contact-us/how-to-make-a-complaint/
What will we do?
We will acknowledge your complaint and offer a response as soon as possible. If your complaint or query is about a service that we do not have direct control over, we may forward it to someone else. We will always let you know when this happens.
When we look in to your complaint we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned
- Make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem doesn't happen again
At the end of the investigation your complaint will be discussed with you, either in person, or in writing.
Additional Support
If you would like further support with your complaint or you wish to discuss matters with an independent body, you can contact Derbyshire Mind on 01332 623732. Visit their website at: www.derbyshiremind.org.uk
In addition, local Healthwatch Derbyshire is a new independent organisation created to gather and represent the views of the public. See their website for more information: www.healthwatchderby.co.uk
If you are not satisfied
We aim to resolve all complaints within the practice as we believe this will give us the best chance of putting it right. If you are not satisfied with the outcome, you have the right to request a further review by the Health Service Ombudsman. You can contact them:
- by phoning 0345 015 4033
- via their website: www.ombudsman.org.uk
- in writing to Parliamentary and Health Service Ombudsman, Millbank Tower, London SW1P 4QP
GP Patient Survey
You can see the results of our most recent patient survey at: gp-patient.co.uk