We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
We appreciate positive feedback, which incentivises all of our team but will respond to less-than-positive feedback with positivity!
Giving feedback
To provide feedback, you can:
- fill out a feedback form
- take part in the Friends and Family Test (you will receive a text message post-appointment with a link to do this)
- speak to a member of our team
Making a complaint
You can make a complaint by emailing our Operations Manager, Moira McCallum, on swlicb.trevelyanhousesurgery@nhs.net, or by filling in a feedback form (also available at reception).
We are aware that feedback can be positive and negative and should you wish to make a complaint about us or our work, we give you the following undertakings:
- We will acknowledge your complaint in writing within three working days and will include details of the practice complaints procedure and will reply to the substance of the complaint as soon as possible. We will offer you the opportunity to discuss your complaint with our Practice Manager in private
- If your complaint involves your doctor, we will offer you the opportunity to discuss it with the doctor involved or with our Senior Partner, Dr Penelope Smith
All complaints are taken seriously and are handled openly and honestly. We will endeavour to conclude matters to the satisfaction of all parties as soon as possible.