Have your Say

Here are the ways to feedback about your experience of our GP Surgery and the service we provide.

Friends and Family Test

The NHS Friends and Family Test (FFT) was created to help 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.

We use the information captured via the Friends and Family Test to improve our service. It is anonymous, so if you would like to discuss your experience, it is better to contact us through our general feedback form.

Please complete the Friends and Family Test form to tell us about your experience

Patient Reference Group

In October 2011 we launched a Patient Participation Group to give people the opportunity to work with us to improve services at the practice.

Patients from all age groups, social and cultural backgrounds were invited to join the group. We had a tremendous response and now have a group of patients involved who reflect our practice population and who represent the interests of our local community.

Patient involvement is either by attending quarterly Group Meetings at the practice or by being part of a Virtual Panel receiving several emails during the year asking for feedback.

Our aim is to discuss topics of mutual interest with the group. We then work together to develop an action plan and give feedback to all patients about what involvement work we have undertaken.

The group is part of a wider patient involvement strategy that provides patients and carers with different ways to feedback to the practice. It is not an opportunity for people who want to complain about the practice. If patients have a specific complaint, they should contact the Managing Director and follow the practice complaints process.

More about our Patient Reference Group

Comments & Suggestions

Want to make a suggestion to the practice?

Your comments and suggestions are important to us. Please click on the suggestions form link below to complete the form.

Please note only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Suggestions Form

GP Practice Survey

Fountain Medical Centre conducts short surveys with registered patients.

The questions are taken from the annual NHS GP Patient Survey which is an independent survey run by Ipsos on behalf on NHS England.

Why the survey matters:

  • It is good for patients – patients have the chance to share their experience of their GP practice.
  • It is good for practices – GP practices can use the results to improve patient experience.

Thank you to all patients who took part in the survey.

View our Results
Our GP Patient Survey Overview

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. 

We operate a practice complaints procedure, that is in line with NHS national procedure.

We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible  –  ideally within a matter of days or at most a few weeks.  This will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

– Within 6 months of the incident which caused the problem; or
– Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident

Complaints should be addressed to the Business Support Manager which can be posted to the practice or handed over the counter at reception.We also have complaints forms  available from the practice if required., please ask at reception.
We shall aim to acknowledge your complaint within 5 working days and aim to have looked into your complaint within 15 working days of the day you  raised it with us.

We shall then be in a position to offer you an explanation or a meeting with the people involved.

When we look into your complaint we shall aim to:
– Find out what happened and what went wrong
– Make it possible for you to discuss the problem with those concerned if you would like to
– Make sure you receive an apology where appropriate
– Identify what we can do to make sure the problem does not happen again.
Please note  we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.

A note signed by the person concerned will be needed, unless they are incapable of providing this.

Alternatively a third party authorisation section is available on the Practice Complaints Form
We hope that you will use the practice complaints procedure to deal with your  concerns. We believe this will give you the best chance of putting right what has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach any of the organisations listed below if you feel you cannot raise the complaint with us or you are dissatisfied with the results of our investigation.

How to complain to the NHS – NHS (www.nhs.uk)