We value feedback about our services and your experience. It is important that we know when we are not meeting patient expectations and providing as good a service as we would wish but it is also encouraging and morale boosting at the end of a busy day to receive positive feedback when you are happy with your care and treatment.
There are a number of ways you can give us feedback...
1. The Friends and Family Test.
This simple, anonymous survey asks patients 'We would like you to think about your recent experiences of our service... How likely are you to recommend our GP Surgery to friends and family if they needed similar care or treatment?.
- Extremely likely
- Likely
- Neither likely nor unlikely
- Unlikely
- Extremely unlikely
- Don't know
It then asks 'Can you tell us why you gave that response?' and finally asks 'If we could change one thing about your care or treatment to improve your experience, what would it be?'
The Friends and Family Test can be completed as often as you like. Some patients may like to complete a survey after every visit, others may only feel inclined to a complete a survey if something particular has struck them about their care on that occasion.
You can complete the survey online here or by posting a handwritten response in the box in our main reception waiting area.
2. NHS Choices
You can give feedback by visiting the NHS Choices Website, and give us a rating on various elements of our services as well as posting free-text feedback. This again can be done anonymously.
The two above methods are ideal for giving feedback on our general services, such as appointments, prescriptions, reception, general attitude of clinical and non-clinical staff etc. However, if you have a grievance about your care or treatment, there may be other methods of feedback that are more suitable.
3. Constructive Criticism.
We find anonymous grievances on the above methods of feedback very difficult to deal with. As we don't know who the patient or clinician is, nor the circumstances surrounding the grievance we are unable to look into what went wrong and are unable to learn from this to improve patient care in the future.
We realise that patients feeding back in this way, are doing so because they do not feel the grievance warrants a formal complaint, but we would like to be able to look into, deal with and learn from their grievance.
Giving feedback as constructive criticism would mean we would not deal with the feedback like a formal complaint, but it would aid us in improving patient care and is a far more constructive method than an anonymous negative review that we cannot begin to deal with.
4. Formal complaints
If you wish to make a formal complaint, please contact the Complaints Manager is the Shirley Moth, Practice Manager. You can talk to Shirley (or her deputy in her absence) either in person at the Surgery or by calling the Surgery on 727531. If you feel that your concerns remain unresolved you can put a complaint in writing to the Practice Manager. Our complaints procedure is available here.
Please be assured that giving feedback about your care will not affect the way you are treated by the Practice. We aim to work together with our patients to achieve the best possible outcome at all times.
Eastbourne, Hailsham & Seaford CCG
Eastbourne, Hailsham & Seaford CCG (Clinical Commissioning Group) is responsible for commissioning of health services in this area. Any enquiries about primary medical services, not available within our Practice should be made to them.
Eastbourne, Hailsham & Seaford CCG
36-38 Friar's Walk
LEWES
East Sussex
BN7 2PB
Tel: 01273 485300