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Comments & Complaints

diaryIf you have any complaints please contact the Practice Manager who will try to help resolve your complaint.

we would value any comments or suggestions that you may have that might help improve our service. All suggestions will be considered at a Practice Meeting. Please complete the form on our contact page and send it to us 

Zero Tolerance Policy

All the staff at Colwall Surgery aim to treat patients with courtesy and respect at all times. In return, the Surgery expects our patients to treat staff in the same way, which is with courtesy and respect.

The Surgery takes very seriously any threatening, abusive (verbally or physically), or violent behaviour against any member of our staff, patients or property. If a patient is violent, or abusive (verbally or physically), the Practice may exercise its right to take action by removing patients from the Practice List. In some cases, if the police have been involved, patients can be removed from the list with immediate effect. For some instances of violent behaviour, patients will be referred to the Herefordshire Primary Care Trust’s Violent Patient Scheme, which, as a consequence, may compromise a patient’s access to healthcare services.

If, as a patient, you are not happy with the service we provide, there are three things that you can do: firstly, write a letter to the Practice Manager outlining the reason for your complaint with the surgery; secondly, raise it as an issue with the Patient Liaison Group; and finally re-register at an alternative Practice if this is what you want to do. However, the Practice is open to suggestions, complaints and commendations and will endeavour to resolve any issues as swiftly as possible.

We are constantly looking for ways to ensure we maintain a high standard of service to our patients and would hope that we could do this in partnership with our Patients.’

Patient Advice and Liaison Service (PALS):

PALS is a free, informal, confidential help and advice service for patients, carers and their families in Herefordshire. PALS can help with queries about GPs, dentists, opticians, pharmacies and all other NHS community services as well as services offered by local hospitals.

PALS can:

  • help you get the information you need about the NHS
  • Listen & respond to your concerns, suggestions or queries
  • influence and help shape your local health service of the future
  • use your feedback to help improve the services that Herefordshire Clinical Commissioning Group commission.

 

PALS is open Monday to Friday 9am - 4pm, excluding Bank Holidays (there is alos an answerphone service if nobody is able to take your call, so you can leave a message).

Freephone:     0800 030 4563

email:             feeback@herefordshireccg.nhs.uk

Fax:               01782 298228

Text:              075 406 68541 

All details are also available on the website: www.herefordshireccg.nhs.uk

Or you can write to PALS at:

Freepost Plus RTEA-JSYT-RAZH
PALS & Complaints

NHS Staffordshire & Lancashire CSU

On behalf of Herefordshire CCG

Heron House

120 Grove Road

Stoke on Trent

ST4 4LX

 

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.

 

 
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