Feedback
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.
You can use our feedback form to tell us:
- What went well.
- What you liked about our service.
- If a member of staff helped you.
- What we could do better.
- How we could improve our service for patients.
Your feedback helps us learn and make changes where needed.
Giving Feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01663 745266
Making a Complaint
We want to give you the best possible care and service. If something has gone wrong, or you are unhappy with your experience, please tell us. Your feedback helps us put things right and improve our services.
Speaking to us directly means we can listen to you, understand what happened and take action where needed. We would rather you speak with us than leave a Google review or leave comments via Friends and Family feedback text as we can not reply back to these.
Step 1: Talk to us
Many problems can be sorted out quickly. If you feel able to, please speak to the member of staff involved or ask to speak to a manager. We will listen and try to help.
Step 2: Make a formal complaint
If the issue cannot be resolved informally, you can make a formal complaint. You can complain in writing or by speaking to the practice. Writing it down can help us understand and investigate your concerns.
When should I complain?
Please complain as soon as you can. Complaints should normally be made within:
- 12 months of the event; or
- 12 months from when you first became aware of the problem
Complaints can be sent in writing to the address below or online by using the Complaints form.
Arden House Medical Practice
Sett Close
New Mills
High Peak
SK22 4AQ
What happens next?
- We will acknowledge your complaint within 3 working days.
- We will contact you to explain how we will deal with your complaint and agree a response time with you.
- We aim to send you a written response within 1 month. If we need longer, we will explain why and keep you updated.
- We will tell you what we found and, where appropriate, what we will do to put things right or improve our service.
Making a complaint will not affect your care or treatment.
Complaining for someone else
If you are complaining for another person, we normally need their written permission before we can discuss their care. This protects their privacy.
Please ask reception for a complaints form. It includes a consent section for the patient to sign.
If the patient cannot give consent because of illness, an accident or another reason, please explain the circumstances when you contact us. We will consider what information we can legally share.
Privacy and Confidentiality
We treat complaints confidentially. If our investigation means that information from a patient’s medical record needs to be shared outside the practice, we will tell the patient or the person acting for them.
We keep complaint records and correspondence securely and separately from the patient’s medical record. We review complaints regularly so that we can learn from them and improve our procedures.
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.
If you are still unhappy
If you have reached the end of our complaints process and are unhappy with our final response, you can ask the Parliamentary and Health Service Ombudsman to review your complaint. This service is free and independent.
Parliamentary and Health Service Ombudsman
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033
Independent support
You can get free, independent help from an NHS complaints advocate. Your local Healthwatch can tell you who provides this service in your area.
Website: www.healthwatch.co.uk