Changes to how you can make a complaint:

The way patients can complain has changed slightly, and this means that the Nottinghamshire ICB will now be providing an alternative independent complaints service.  You can still complain directly to the practice, or alternatively you can contact the ICB Patient Experience Team instead.  Please see further details below:

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

 How do I make a complaint?

If you wish to complain please contact the Practice Manager either in person, by phone or in writing:

 Tel:  0115 9525320

 Address:  319 Westdale Lane, Mapperley, Nottingham NG3 6EW

 If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences. 

How do I complain to someone Independent?

 Alternatively, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Civic Centre

Arnot Hill Park

Nottingham Road

Arnold

Nottingham

NG5 6LU

 Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

 If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the practice and ICB.

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

 Please remember, the quicker you complain, the easier it will be to investigate the facts.

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033. 

 For more information see their website www.ombudsman.org.uk

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net

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 Are you a Carer?

 If you are looking after someone who couldn’t cope without your help, we really would like you to let us know, so that we can ensure you receive all the support and information we can give. A carer is anyone who cares, unpaid, for a friend or family member who due to illness, disability, a mental health problem or an addiction cannot cope without their support. You are a Young Carer if you are under 18 in this role.

You can be added to the practice 'carer register' and gain access to information and support. This includes access to a named Carer Champion.

A Carer Champion is a staff member at your practice who support carers.

As a Carer, you are entitled to an annual flu vaccine, a health check and can request a Carers Assessment.

Ask in your GP practice for more information.

Carers can get information, advice and tailored support by contacting the Nottinghamshire Carers Hub by calling 0115 824 8824. Lines are open Monday to Friday, 9am until 5pm.

You can speak to an experienced support worker who will provide a personalised service that meets your individual needs. The service is available to all carers and all ages.

Alternatively, you can contact them using the following methods:

Web: https://www.tuvida.org/

Email:  hello@tuvida.org

Information and support for Carers (including carer’s assessments) provided by Nottinghamshire County Council can be found at

https://www.nottinghamshire.gov.uk/care/adult-social-care/carers/support-for-carers or by contacting the Customer Service Centre on 0300 500 8080

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 Changes to requesting medication.

From the 16th of August 2021 we will no longer be taking prescription requests over the telephone.  This was an emergency measure to help ease pressure on our patients during the various lockdowns, but now that the lockdowns have eased we will be returning to the normal way of ordering prescriptions - either by putting them in the post box in the foyer, via post, or online. 

We would like to inform you that from 1^st March 2020 West Oak Surgery will no longer be accepting prescription requests on the patients’ behalf by their nominated pharmacy. We ask that you request your own medication to help reduce wastage and over ordering unnecessary medication.  The pharmacy can still collect medication on your behalf and we can still send to them electronically. 

 This decision has carefully been made by West Oak Surgery with the support of the PPG and clinicians within the practice.

 We understand that this change may cause inconvenience to some of our patients and because of this we will be happy to consider requests for the pharmacy to continue to order on patients behalf in exceptional circumstances, e.g. patients with learning disabilities, dementia, housebound and when other methods may be unsuitable.

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Have you heard about Primary Care Networks?

Please click on the link and have a read of our information leaflet designed to give you an overview of what this means and how it may affect your surgery and the patients.     

PCN Mid career fellow information    

Primary Care Network Information 

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Early morning appointments with the Nurse and Health Care Assistant

Please be aware that we are now offering early morning appointments with our Practice Nurse and Health Care Assistant.  Monday-Wednesday 7.30am.  The appointments are pre-bookable - please call reception to book in.

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Extra evening and weekend appointments available in the local area

You can now book routine GP and Nurse appointments in the evening, at weekends and over bank holidays in your local area.

Pre-bookable appointments are available Monday-Friday, 6.30pm-8pm, plus weekends and bank holidays and you can be seen by a GP, Nurse or Healthcare Assistant.

To book your appointment, contact the surgery during normal opening hours. Please be aware that the appointment may take place at another GP Practice in the area.

If you need urgent medical advice when the surgery is closed, you should continue to call NHS 111.

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Are you signed up for online services?

Did you know, once signed up, you can book appointments with the GP, order repeat medication and view part of your medical record on-line?  Please bring photo ID to reception where we can sign you up and give you login details and a password.