We make every effort to give the best service possible to everyone who attends our practice.
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.
Complaints and comments leaflet (PDF)
Giving feedback
To provide feedback:
- download a feedback form (PDF) and return this to the surgery
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01283 217 092
Patient feedback
| 22/04/2022 | I would like to pass on my thanks to all for everything you have done for me, you have been brilliant. |
|---|---|
| 05/05/2022 | Excellent. I have had no problems with any of the girls. They are always helpful and kind. Whenever I phone to make an appointment for blood tests the girls do their best to accommodate me, they are most helpful and kind. Please give them our best wishes. |
| 06/05/2022 | Just wanted to let you know that I am impressed with the care provided by my Doctor whilst I was unwell recently. I am impressed overall with the efficiency of the surgery. |
| 20/05/2022 | Excellent. Just had another hormone injection with Sister Sharon Traves. I’ve had loads of injections in the past ie blood pressure and Covid as well as appointments for checks for my current problem. Sister Sharon is far and away the best, very pleasant, efficient and a joy to see. |
| 23/05/2022 | Excellent service. I cannot praise all the staff at the practice highly enough for the years of kind, hard work they have done for me and my family especially my Mother. They are so helpful, especially Julie. Brilliant Practice. |
| 17/06/2022 | I have been under Newhall Surgery for 70 years since birth and have always had excellent service from the Surgery and Chemist. |
| 20/06/2022 | I’m just writing to thank you for your support over the last several years as I will soon be moving GP Surgery back to the Isle of Man. Many tanks for all your help. |
| 22/06/2022 | Thank you for sorting out my wife’s query, I have seen some unpleasant comments on one of the local face book pages, however my wife and I have always found all staff to be very helpful and very pleasant. |
| 22/06/2022 | I have baked a tray of scones for everyone as a way to show my appreciation for the care I have received. Thank you. |
| 05/04/2023 | I’ve had a lot of good advice it’s been so helpful in many ways always ready to help and give good information. |
| 05/04/2023 | Thank you all at Newhall Surgery for taking care of my mum over the years but more so especially during the time when she was diagnosed with Alzheimer’s and at her end of life. The services you provided and the understanding from you all at such a difficult time was excellent and so supportive. Thank you. |
| 05/04/2023 | Patient presented with her husband. She wanted to say how pleasant her experience was with some normality coming to see a Doctor f2f. She is carer to her husband and has multiple queries which she likes to check her understanding with. She finds this is easier in person. |
| 05/04/2023 | Good doctors. Appointment was running late but it was extremely busy. My nurse was kind and gave me all the information I needed about my appointment and more on another issue. She was very professional. I never really have any issues getting an appointment when I need one. |
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. 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.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Newhall Surgery
46-48 High Street
Newhall
Swadlincote
Derbyshire
DE11 0HU
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.