We are continually looking to turn our 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.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
If you are having any difficulties please ask to speak to a Reception Team Lead who will be able to offer support, information and assistance to patients, relatives or visitors with their specific concerns. If you would like to speak to the Practice Manager, please ask at Reception where a call-back or meeting can be arranged.
Where you are not able to resolve your complaint in this way and you wish to make a formal complaint in writing, please do so by giving as much detail as you can as soon as possible after the event. This will help to establish what happened more easily. Complaints should be made in writing to the Practice Manager, Summercroft Surgery, Starts Hill Road, Farnborough, Kent, BR7 6EG.
Complaints must be made by the person to whom it relates (for adult patients, or a parent or guardian for children). If by an advocate the letter must be accompanied by a signed letter of consent from the person to whom it relates.
The general principle of the practice in respect of all complaints will be to regard it first and foremost as a learning process, and to ensure that all patients (or their representatives) who have the cause to complain about their care or treatment can expect a truthful, full and complete response and an apology where appropriate.