We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager – but if you prefer to give your feedback in writing, please send it to our Practice Manager.
If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us to 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.
Alternatively, you have the right to approach NHS England and raise your complaint directly with them.
Our complaints procedure is designed to try and ensure that we settle any complaints as quickly as possible.
If you have complained in writing, online or by email, we will normally acknowledge your complaint within 3 working days and aim to investigate and respond to your complaint as soon as is practicable. If there is any delay with the investigation, we will keep you informed of progress.
Our internal investigation will often involve a review of our information, systems and processes as well as interviews with the clinician or staff member involved.
If your complaint is about a clinical issue, we may also hold a meeting with all the Practice clinicians to discuss the issues that you raise and see what can be done differently, as necessary.
When we look into your complaint, we will aim to:
At the end of the investigation we will formally respond to you, either verbally or in writing – as appropriate and as you request.
Compliments
Like most organisations, we really appreciate it when you take the time to let us know when we’ve done something that impresses/pleases you.
We feel we often go the extra mile for our patients – but it’s good to know when that is recognized.
We’re all much more likely to give feedback when things go wrong so it’s really special when we hear from someone who just wants to compliment us.
If you have a “good news” story about the Practice or want to compliment a particular member or group of staff, please let us know. Again, you can contact us in whatever way is easiest for you.
You can also give feedback about Calvary Health Centre on the NHS Choices website.
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment.
Since the FFT was launched in 2013, millions of patients have submitted feedback. It's used by most NHS services, including community care, hospitals, mental health services, maternity services, GP and dental practices, emergency care, and patient transport
We collect FFT feedback via text messages which are sent out to patients shortly after they have been to the surgery for an appointment. There is also a paper version available at reception.
The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across England. The results show how people feel about their GP practice
The surveys are sent to a randomly selected sample of patients for each practice between January and April each year. The results are normally published in July
We have an active patient participation group (PPG) at the practice.
PPGs have an increasingly important role to play in helping to give patients a say in the way services are delivered to best meet their needs, and the needs of the local community.
PPGs can help GPs to develop an equal partnership with their patients. They can help them to communicate accurately and honestly with individual patients, and with the wider community about key health matters.
They can also help to reduce costs and improve services by identifying changes that the practice may not have considered, allowing resources to be used more efficiently. What is more, they can develop mutually supportive networks for patients and the practice, outside of individual appointments
Healthwatch Liverpool is your health and social care champion. If you use GPs and hospitals, dentists, pharmacies, care homes or other support services, they want to hear about your experiences.
They have the power to make sure NHS leaders and other decision makers listen to your feedback and improve standards of care. We also help people to find reliable and trustworthy information and advice.
We work closely with Healthwatch and monitor the feedback provided via their patient experience website