Suggestions, Comments and Complaints

Ardleigh 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 by completing our online Feedback form

Only by listening to you, can the practice continue to build and improve upon the service it offers.

For example:

  • Could you easily get through on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous?
  • Have you used our on line services?
  • Is there a member of staff who was particularly helpful?

If you are unhappy with any aspect of your interaction with the surgery, please let us know. Ruth Waring, our practice manager, will be happy to talk to you about what happened.

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.

Likewise, if you have had excellent service, or if you have an idea that you think may improve the surgery, please let us know.

How To Complain

In the first instance please discuss your problem with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Mrs Ruth Waring 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 12 months of the incident that caused the problem

OR

  • Within 12 months of discovering that you have a problem

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. 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

Complaining On Behalf Of Someone Else

Please note that Ardleigh Surgery keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

If You Are Unhappy With The Practices Reply To Your Complaint:

We aim to provide a high quality service and are very interested in hearing how our systems could be improved. Furthermore if you are unhappy with any aspect of our service or your treatment please contact the Practice Manager, who will be happy to listen to your suggestions or criticisms and initiate any appropriate action.

Download our leaflets:

Complaints & Comments Leaflet