We constantly strive to give you the best possible care and attention.
If you have any complaints, compliments or suggestions concerning the practice or your care please tell us. Your comments are essential to ensure that we give you the best possible care.
If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong and give a explanation over events which have caused you upset.
Most complaints can be resolved at a local level so please speak to a member staff where possible.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01332 203 787
- write to, Complaints Manager, Friar Gate Surgery, Agard Street, Derby DE1 1DZ
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Derby and Derbyshire ICB
ICB Compliant Team
Cardinal Square
10 Nottingham Road
Derby
DE1 3QT
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.