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 – April 2026
Giving feedback
To provide feedback:
- download a feedback form (PDF) and return this to the surgery
- take part in the Friends and Family Test
- phone us on 01283 217 092
Patient feedback
| 31/03/2026 | Very thorough. Didn’t feel rushed and felt the practitioner understood me very well |
|---|---|
| 31/03/2026 | Friendly receptionists and nice friendly competent doctor. I was seen on time. |
| 31/03/2026 | Dr Patel always listens to what my problems are and offers support and guidance, always showing lots of empathy. |
| 31/03/2026 | Excellent GP. Supportive and provide the best for the patient. |
| 31/03/2026 | Really helpful staff |
| 31/03/2026 | I would like to acknowledge Dr Kalake for the excellent care she has provided to my father over the past few months whilst managing his ongoing health issues. Dr Kalake consistently takes the time to explain things in a way that both my father and I can easily understand, which has made a significant difference in helping us feel informed and reassured. She has shown great dedication in ensuring that my father is referred to the appropriate specialist departments and that his medications are carefully managed, balancing symptom control with potential side effects. During our visit, she also took the time to explain the results of a recent heart scan my father had while he was an inpatient, something that had not been explained to us at the hospital. This was incredibly helpful and much appreciated. Dr Kalake has a warm, kind and welcoming manner, and she always makes us feel listened to and supported. She is truly a credit to your surgery |
| 28/02/2026 | Dr Mirza was a star, thank you all. |
| 28/02/2026 | I can’t fault them. |
| 28/02/2026 | From reception to the doctors you are all brilliant every time I deal with the surgery so thank you so much |
| 28/02/2026 | Easy booking system, appointments on time. |
| 28/02/2026 | You are all brilliant so happy with the surgery |
| 28/02/2026 | The surgery team were very quick to respond and handled my request with care and concern to get me the treatment that I needed. |
| 28/02/2026 | Excellent advice and care |
| 28/02/2026 | Prompt with time |
| 31/01/2026 | Dr Siva was fantastic. I felt like he had plenty of time for me. Very helpful and a good listener. |
| 31/01/2026 | Polite and efficient staff. Effective clinical advice and treatment. Clean and hygenic. Good parking |
| 31/01/2026 | Friendly to my wife who has dementia |
| 31/01/2026 | Efficient and quick, and Doctor was very informative |
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.