At Friar Gate Surgery, we are committed to providing excellent service. Whether you’d like to share positive feedback or raise a concern, your input is invaluable to us.
Sharing positive feedback
If you’ve had a good experience, we’d love to hear about it. Individual praise is always passed on to the relevant team member, particularly when they have gone above and beyond.
Ways to provide feedback:
- Leave a Google Review
- Leave an NHS Review
- Take part in the Friends and Family Test
- Complete a feedback form
- Call us on 01332 203787 to leave a message for the Management Team
We value all feedback from our patients and use it to continually improve our services.
Complaints
If you have a complaint or concern about any aspect of our service, we want to hear from you. All complaints are taken seriously and form an important part of our quality improvement process.
The Practice also accepts verbal complaints, which can be made in person or by telephone. These are handled with the same level of care and confidentiality as written complaints.
You can contact us by:
- Phone: 01332 203 787
- Email: ddicb.friargatesurgery@nhs.net
- Post: Agard Street
Derby
DE1 1DZ
When submitting your complaint, please provide as much detail as possible, including:
- A description of the incident, act, or omission
- The names of individuals involved
- Relevant dates and times (if applicable)
We aim to acknowledge your complaint within 3 working days and complete our investigation within 30 working days. If there are any delays, for example due to staff absence, we will keep you informed.
If you are raising a complaint on behalf of someone else, we will need verbal or written consent from the individual before we can proceed, provided they have the capacity to give consent.
If you would prefer to share a suggestion or general comment rather than make a formal complaint, we also welcome constructive feedback to help us enhance the patient experience.
How to raise a complaint
You can raise a complaint in any of the following ways:
- Verbally to any staff member, who will document the details on your behalf
- In writing to our Complaints Manager
- By email to ddicb.friargatesurgery@nhs.net
Many concerns can often be resolved quickly and informally at practice level. We encourage you to speak to a senior member of the team in the first instance, who will do their best to address your concern promptly.
We appreciate your time in helping us improve our service and ensure that we continue to provide the best possible care for all our patients.
Confidentiality
All complaints are treated with the utmost confidentiality.
If the investigation requires access to medical records, the patient or their representative will be informed, particularly if the information is shared with someone outside the practice.
Complaints records are kept separate from patient medical records.
We conduct an annual review of complaints to identify learning opportunities and implement improvements.
Other avenues for complaints
If you would prefer to escalate your complaint or remain dissatisfied with our response, you can contact:
The Health Service Ombudsman
If you remain unhappy after all efforts have been made to resolve your complaint, you have the right to contact the Health Service Ombudsman. For more information, visit www.ombudsman.org.uk.