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Complaints, Comments and Suggestions

Complaints & Concerns

We make every effort to give the best service possible to everyone who attends the surgery.

However, we are aware that things can go wrong resulting in people feeling unhappy or maybe having cause for complaint.

If you have a complaint or concern about the services you have received, please let us know. We appreciate feedback and your concerns will be listened to and given full consideration. Please be assured that raising concerns will not jeopardise future care from us.

For further information, please see our Complaints leaflet and Complaints procedure and 3rd party consent form.

Friends & Family Test

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.

If you are registered with the surgery to receive appointment text alerts you will receive a text message following your appointment asking for feedback and with the ability to send a free text comment. These comments are shared with the Partners and staff at the surgery and any suggestions for improvement are given due consideration.

If you would prefer to submit feedback electronically you can do this on our home page. Simply click on the Friends and Family Test banner close to the top of the page to participate.

Feedback can also be given via cards which are available in the waiting room at the surgery.

Further information can be found on the NHS Choices website below:-


We are very keen to hear your suggestions for improvement so that we can enhance the care we give. Feedback on the suggestions made is detailed in the box below.

There is a suggestions box in the surgery waiting room or please mention your thoughts to a member of staff. Alternatively please use the online form at the top left of the surgery home page (blue lozenge button under "Online Access").

Date Suggestion Feedback
January 2018 Consider installing an uninterruptable power supply (UPS) to the telephone system to provide a backup in case of power failures. There is a UPS attached to the telephone system but it has failed to activate during the power cuts this week. Its repair / replacement will be prioritised.
January 2018 For people requiring annual reviews it would be worthwhile seeing if appointments could be combined to free up valuable appointment slots and to reduce patient journeys to the surgery. It may also reduce the number of letters you send out.

We are trying very hard to combine annual reviews for patients with multiple conditions.

Patients with a combination of the following conditions should, where possible, have all annual investigations performed at the same time:-

history of stroke

Pre-Diabetes and Diabetes

Coeliac Disease


Chronic Heart Disease

Atrial Fibrillation

Chronic Kidney Disease



Thyroid problems

Peripheral Arterial Disease

Rheumatoid Arthritis

We only have one nurse who can undertake the respiratory reviews for Asthma and COPD and this means that they are not always performed at the same time as the above. We are very happy for patients with these conditions to book longer appointments with Sister Bridget Gibson to review their respiratory disease alongside their other conditions.

We do have a problem currently generating our recall letters in that the computer system we use for recalls won’t allow us to generate one letter of invitation for the patient; instead we have to generate one per condition. We have submitted a development request to our system provider for this and are awaiting an update.

We do send a lot of letters reminding patients to book appointments for reviews of their conditions. We believe that the reviews are part of the quality care that we give in trying to prevent exacerbations / unplanned hospital admissions and self-managing their condition better. Recommended medicines also change fairly regularly so we like to check that the patient is taking an appropriate dose of the most suitable medication at these reviews.

We send letters a month after the review is due if the patient hasn’t made an appointment or been in of their own accord. Patients can book appointments 6 months in advance.

We acknowledge that there are other forms of communication that could be used to remind patients. We’d welcome feedback on what patients would find most useful.

Your Neighbourhood Professionals. Just a Click Away!
Well Lane, Stow-on-the-Wold, Gloucestershire, GL54 1EQ
  • Telephone (01451) 830625
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Your Neighbourhood Professionals. Just a Click Away!
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