Comments and Feedback

Suggestions

At Oakwood Medical Centre we want you to be satisfied with our services and we welcome patient comments and feedback. All comments are reviewed by the management team, including the GP Partners, and action will be taken as appropriate.

You do not have to complete a form to give us feedback but we do have a suggestions form that you can access by clicking here

Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.  You can also give feedback via NHS Choices and the Friends and Family Test.

We log and review all feedback to continually improve our services.  If you would like us to investigate specific issues please do ensure you leave your name and details with your comments so that we can look into the matter further.

NHS Choices

Another way in which you can provide us with feedback is through the NHS Choices website. Here you can rate our services out of 5 and also leave a review of our practice. When leaving a review you have a choice of providing your personal details or leaving your review anonymous. After each review of our practice, we look to respond and leave feedback personal to your review. To leave a review on the NHS choices website please click here

Friends and Family

A final way you can provide us with feedback is through our friends and family test. In this survey we will ask you ‘how likely you are to recommend our GP practice to your friends and family’. To fill out our friends and family test please fill out one of our surveys located in out waiting room on your next visit to the practice. If you would like to view our latest results of the friends and family test and view our latest feedback, please click here

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please contact reception.

Complaints

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. Complaints Leaflet
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.

If you are making the complaint on behalf of someone else please ensure you have consent to do so.  We will always log and investigate even if you do not have consent, however we cannot give you feedback until we have the patient consent as it includes their medical records.   The patient can write into us or can use the form here: Complaints consent form for complaining on behalf of another patient 2020

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Laura Clare (Practice Manager – Patient & Staff Services) 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 three working days and aim to have looked into your complaint within a reasonable timescale allowing enough time to be able to investigate fully. We will then offer 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