We always try to provide a service to our patients that meets their needs and expectations. We welcome patients informing us about what we do best, or where we do not meet expectations, or any ideas and suggestions patients may have.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- use the Accurx service
- phone us on 01773 303591
Making a complaint
If you have a complaint or concern about any of the service(s) you have received from the practice you have a choice to:
- Complain directly to ourselves
- Patient experience team, Derbyshire community healthcare trust (DCHS)
- POhWER NHS complaints advocacy service
- Complain to NHS England
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would advise that you contact either ourselves or NHS England as soon as possible, ideally within a matter of days or at most a few weeks, as this will enable the investigating body to establish what happened more easily.
Ripley Medical Centre
If you wish to make a complaint, please email your concerns to dchst.gps-complaints@nhs.net where a dedicated member of the team will acknowledge your concerns within 3 working days. Alternately, please call 01773 303591. A member of the reception team will take your details, explain the process, record your concerns and forward them to the complaints team.
Patient experience team
DCHST.PatientExperienceTeam@nhs.net
What happens next?
A member of the team will acknowledge your complaint with three working days. Then we will look at your complaint, we will:
- Investigate the matter and ascertain what went wrong
- Discuss with the parties involved their account of the incident
- Identify what we can do to make sure the problem does not happen again
- Write back to you with an apology (if appropriate) and a full explanation of the investigation, findings and actions taken by the practice
This process will be done in a speedy, efficient and timely manner and you will be informed of our findings in writing.
Complaining on behalf of someone else
Please note that the NHS keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else it is a requirement to have written consent from the person involved to enable either us or NHS England to discuss the issue with the third party. If the person is unable to give written consent then the matter will be discussed on how best to obtain permission from the individual.
POhWER
POhWER delivers information, advice, support and advocacy services throughout England.
Website
www.pohwer.net
Phone
03004 562370
NHS England
If you wish to complain directly to NHS England please address your complaint to:
Please write ‘for the attention of the complaints manager’ in the subject line.
By post:
Complaints Department
NHS England
PO Box 16738
Redditch
B97 9PT
Email
england.contactus@nhs.net
Phone
03003 112233 (Monday to Friday, 8am to 6pm, excluding English Bank Holidays)