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Feedback and Complaints

Friends and Family Test

Friends and Family Test

In 2013 the NHS introduced the NHS Friends and Family Test in order to gain feedback and comments from patients about the care they have received during their appointment. 

If you would like to provide feedback regarding your appointment you can do so in a variety of ways:

  • By completing a Friends and Family visitors card which can be found in each clinical room and also in the patient waiting area of the practice.
  • By email - send an email to Y02638.westhertsmedicalcentre@nhs.net 

to find out more information about this service please go to NHS Friends and Family Test on the NHS choices website (please note this link opens in a new page) 


Comments and Compliments

If you have received outstanding care or would like to pass on your thanks to members of staff at the practice we would like to hear from you. Please click on the link below to send us your comments and compliments

Envelope and a pencil  Send us your comments or suggestions


ComplaintsCustomer service form

Whilst we endeavour to provide the best service and care to all our patients we recognise that we don't always get it right. In order for us to improve and learn we need to hear from you when you are not happy with care or treatment you may have received. 

If you have a complaint please send it to the practice as soon as you become aware there is an issue. You can send your complaint to the practice in a variety of ways: 

Once your complaint is received by the practice we will write or telephone you within 3 working days to acknowledge receipt of your complaint. We will then investigate your complaint and send you a response once our investigation is complete. We will stay in touch with you and agree timelines for response. 

If you would rather meet face to face to discuss your complaint we would be very happy to do this. We will discuss this with you when we acknowledge your complaint.

Complaints Procedure - Please click here to see the latest copy of the practice complaints procedure

Please click here to access the NHS Complaints Procedure and information


POhWER

Help with making a complaint

If you feel that you need help and support in making a complaint about any aspect of NHS care you have received, you can contact POhWER who are a national free NHS advocacy and support service

The can be contacted in a variety of ways, including:

Telephone: 0300 456 2370 (charged at local rate)

Email: pohwer@pohwer.net 

Post: PO Box 14043, Birmingham, B6 9BL



 
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