Friends & Family Test

Did you get great care today?

We are working in conjunction with NHS England to ensure we always provide great care for our patients. Accordingly, we constantly seek feedback from our patients via the “Friends and Family Test” (FFT). This allows any of our registered patients to use the FFT feedback system at any time. This includes:

• Patients who have a consultation with one of our GPs or another member of staff, including home visits, telephone appointments or face to face appointments.
• Users of additional services which we provide such as Community Surgery or diagnostic scanning.
• Patients who contact the practice but do not have a consultation, for example, ordering or collecting repeat prescriptions or calling for information.

This feedback is gathered by asking patients the NHS agreed standardised set of questions. This allows us to gather useful feedback from people who use our services which can then be fed directly to staff who provide your care, in a simple real time format. Additionally, this allows us to identify areas where improvements can be made so practical action can be taken while informing current and prospective patients about the experiences of those who use the practice services.

To leave your feedback please complete our Friends and Family Test questions by clicking on the following link below.

NHS Choices

Please let us know how we are doing?

Our surgery information can be found on the NHS Choices website and you can also leave a review by clicking the button below.

iWantGreatCare

CQC Reports

Latest CQC Inspection Report: ⇓ DOWNLOAD HERE

View CQC Inspection Report Online: ⇓ HERE

GP Patient Survey

To see full results of our survey click the button below

Have your say on the way your local GP services are working

Around 2.4 million people, aged 16 and over, who are registered with a GP practice in England will receive an invitation to take part in Europe’s biggest patient experience survey in early January. GP practices have had to make changes in response to the COVID-19 pandemic, so it is more important than ever that we hear about the experiences of using local GP and primary healthcare services.

 The invitations go out mostly by letter to a sample of people from each of the more than 6,500 GP practices in England.  The survey team at NHS England and NHS Improvement will follow this up with a text message reminder (where a mobile number is recorded) alongside further paper questionnaires to encourage as high a response rate as possible.

 Please do take the time to take part in the survey.  It provides vital information to the NHS to identify what’s working well and what can be improved. It helps to identify inequalities in experience too, as the results can be analysed across different protected characteristics.

 If you want to check out how your practice faired in last year’s survey, take a look at the survey website: https://gp-patient.co.uk/practices-search

We always try to give you the best services possible but there may be times when you feel this has not happened. This leaflet explains what to do if you have a complaint about the services we provide for you at the Bourne Galletly Practice.

If you have any complaint or concern about any service that you have received from the Doctors or staff working for the Bourne Galletly Practice, you are entitled to ask for an explanation.

We operate an informal, in-house complaints procedure to deal with your complaints and comments. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. Your complaint should be addressed in writing to our Business Partner, Mr Ian Robinson, who will ensure that it is investigated thoroughly, fairly and as speedily as possible although, in some cases, it may take longer if we have to make further enquiries.  Mr Robinson will ensure that your complaint is investigated by the appropriate person within the Practice. It is likely that, as a first step, the investigator will contact you directly to ensure that he or she fully understands your complaint. The investigator will then interview appropriate members of the Practice staff and may inspect relevant documents

Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate written authority if you are not the patient in question. Please note there are restrictions on the information that can be released to a third party concerning deceased patients. These restrictions will be explained to you by Mr Robinson.

At the conclusion of the investigation, your complaint will be discussed with you in detail. If you are still not happy with the outcome and are not satisfied that we have dealt with the matter thoroughly, we will direct you to the appropriate authorities who will be able to help you.

The procedure does not affect your right to make a formal complaint to NHS England by emailing: england.contactus@nhs.net or calling 0300 311 2233, nor does it affect your right to seek compensation in law.

Alternatively you may wish to contact the NHS Complaints Advocacy Service: POhWER Lincolnshire, tel: 0300 456 2370, email: pohwer@pohwer.net. Both provide a free, confidential and independent service. Alternatively, you may wish to contact the Parliamentary and Health Service Ombudsman Helpline: 0345 015 4033. Any contact with the HCC must be made within six months of completion of correspondence with the Practice.

We should also advise that under the NHS Complaints procedure you may address your complaint, should all avenues of local resolution become exhausted, to The Parliamentary and Health Service Ombudsman who may be contacted at:

The Parliamentary and Health Service Ombudsman,
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Fax 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk

Comments & Complaints