We welcome all comments on the services provided by the practice.
We are continually looking to turn out patients’ 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 would like to hear from you if you have a suggestion on how we can do things better to
improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.
We’ll let the staff involved know and share the good practice across our teams.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website – We do ask that if you have a complaint however, you contact the surgery management team.
- phone us on 01761 434469
- write to us at
Wellow Lane
Peasedown St John
Bath
BA2 8JQ
Complaints policy
We may use our telephone recordings to help us with comments or complaints. All calls are recorded and stored for a 12 month period.
We ask that our service users or their advocates do not use social media to make a complaint. Due to confidentiality reasons we are not able to respond on social media platforms with any detail. Instead, we would like the opportunity to address your complaint fully and in line with the NHS complaints procedure that we follow. We discuss complaints with the surgery team and address any learning opportunities that come to light. Please address complaints directly to the practice manager.
If your complaint has been investigated by the practice and you are not happy with how
the practice has handled this then you may consider contacting the following advice
agencies:
Patient Advice and Liaison Service PALS
NHS Bath and North East Somerset Clinical Commissioning Group Patient Advice and Liaison Service (PALS).
PALS is impartial and will work with you to try to resolve a difficulty or problem and can act on your behalf if you wish.
Health Services Ombudsmen
The Health Services Ombudsmen know, that for all sorts of different reasons, sometimes people really benefit from having someone else support them through the process of making a complaint. Please do contact them if you feel that we have not addressed your complaint fully, or you require assistance.