We appreciate feedback from our patients. This can help improve services and allow us to continue providing a good service.
We thank patients who have given the following positive comments using our feedback forms during a new service called the Quick Access Clinic (QAC)
“took my baby in. Was told to be there at 3:00. Went in to see doctor at 3:10. Great service”
“good idea. Fitted well into my day. Dr very helpful and kind”
“the QAC clinic was very useful and gave us the appointment we needed”
“very happy the way doctor gave information and advice”
“…. very good and I didn’t have to wait too long”
“the staff are very good. They have patience to explain what you don’t understand”
Positive Patient feedback from NHS Choices... Thank you.
"This week I've visited the surgery twice the first visit was a Clinician who listened to me and treated me with dignity and respect they took the time to explain to me about the test I would be having that week and why I required the test.Today I spent two hours in the surgery the decor has changed the feel of the surgery its bright and welcoming new signs where in the process of been putting up.in a contrast colour which stand out from the walls. As I was waiting I heard people commenting on the new number system for the clinical rooms they seem to be liking the changes. Today the staff put me at ease and explained the process to me and answered my questions two hours went by extremely quickly. I noticed the surgery now has a Health Hub with information for patients I'm hoping that more information will go up so I can see where I can go locally for exercise for people with limited mobility!"
Room for Improvements
Thank you for your patience
We thank our patients who have provided comments below to help improve our services for patients
“Main challenge is getting through on the phone in the morning! More channels/options would be appreciated.”
"...difficult to get someone on the phone"
Thank you for your feedback
New appointment booking system – From 21st August 2017
We would like to thank our patients for their feedback about our appointment system.
In response to patient feedback telephone consultations will no longer be the main way to book an appointment from the 21st August 2017.
The last date for telephone consultations will be Friday 19th August 2017.
In response to patient feedback we will be changing our appointments system to make it easier for patients to access services.
From the 21st August the new appointment booking system will operate as follows
- Please call the surgery on 01952 226000 or present to main reception desk
- A member of the reception/call handling team will take brief clinical details
- You will then be booked directly into the most appropriate face to face appointment with a GP or allied health professional, without having to wait for a telephone consultation call back
- Telephone consultations will still be used as a way of informing patient about test results and helping support patients with diabetes reviews etc but this will usually be initiated by the surgery rather than the patient having to initiate the process
- Telephone consultations will still be available to deal with urgent/on call GP type queries
- Face to face appointments will still be available for booking via the online booking service
- In summary telephone consultations will be still used but in the minority of cases rather than the default or majority of cases
Friends and Family Test
Please click on the Friends and Family Test Tab (on the left hand navigation bar) to give feedback. Please watch the video below for more information.
We hope the information below gives advice on how to make a complaint.
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know.
The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets the national criteria.
Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
How to raise a complaint
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, and you wish to make a formal complaint, please complete a feedback form which is available at reception or can be downloaded from the website, alternatively you can email email@example.com. please include all the details of the complaint, this will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 6 months of the incident that caused the problem
- Within 6 months of discovering that you have a problem, provided this is within 12 months
Write to us at:
FAO Tania Burrows
Patient Engagement Lead
Wellington Medical Practice (Complaints)
The practice will acknowledge your complaint within ten working days of receiving your complaint and aim to have investigated your complaint within thirty working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting.
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make sure you receive an apology, where this is appropriate
Identify what the practice can do to make sure the problem does not happen again
Raising a complaint on behalf of someone else
Please note that Wellington Medical Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
Other Authorities who can deal with complaints
The management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following:
NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.
You can complain or give feedback:
By post to:
PO Box 16738
By email to: firstname.lastname@example.org
If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33
Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am.
Patient Advisory Liaison Service (PALS)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.
Patient Services Team
NHS Telford and Wrekin CCG
Telephone: 01952 580407
There is also a 24 hour answer phone service
PALS is open Monday – Friday 9am – 4pm (excluding bank holidays).