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.
Giving feedback
To provide feedback:
- Take part in the in the NHS friends and family test
- Leave a review on the NHS website
- Phone us on 01275 332420 or visit the surgery
Making a complaint
We try at all times to give you the highest standard of service, but we also realise that sometimes we make mistakes and sometimes we are simply not able to offer what our patients expect of us. All complaints are investigated and responded to in line with the NHS complaints procedure. To find out more about the NHS complaints procedure, click here
Where a patient complaint reveals a genuine fault on our part or suggests something that we could be doing better, we will always discuss it and take any appropriate measures to improve the way we work for the future.
You do not need to use an official form to make a complaint - you can write or email the Practice Manager or request a phone call to discuss your problem. How to complain leaflet
Complaints can be sent in writing to:
Chew Medical Practice
Chew Lane
Chew Stoke
Bristol
BS40 8UE
Download the form below
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
You will need to complete a complaint form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.