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. You can use the links below to share your feedback. We always ensure individual praise is 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 Practice Manager
Raising a Concern or Complaint
If you have a complaint or concern about our service, we want to hear from you. Rest assured, all complaints are taken seriously and contribute to our quality improvement process.
You can contact us by email at ddicb.friargatesurgery@nhs.net or post Friar Gate Surgery, Agard Street, Derby DE1 1DZ. Please provide as much detail as possible, including:
- A description of the incident, act, or omission
- Names of individuals involved
- Dates and times (if applicable)
We aim to acknowledge receipt of your complaint within 3 working days and investigate within 30 working days. If delays arise (e.g., due to staff absence), we will inform you.
If you are raising a complaint on behalf of someone else, we will need verbal or written permission from the individual before proceeding, provided they have the capacity to give consent.
If you prefer to make a suggestion or comment rather than a formal complaint, we also welcome constructive feedback to help us improve the patient experience.
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:
Derby and Derbyshire Integrated Care Board (ICB):
- By Post:
Derby and Derbyshire Integrated Care Board
Council House
Corporation Street
Derby
DE1 2FS - By Phone: 0800 032 32 35
- By Email: ddicb.complaints@nhs.net
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.