Patient Feedback and Practice Performance

NHS England has developed a guide called You and your General Practice . It helps you to understand what to expect from your practice.

It includes, but is not limited to, practice opening hours, online access and types of appointments. In addition, there is advice on how you can get the best from your GP team.

As part of this, the guide advises patients and their representatives that their GP practice should be the first point of contact if they want to give feedback or raise a concern.

When you send information about your experience to your practice, they will share it with the relevant people. If you request a response they will treat it as a concern. If you do not request a response, they will treat it as feedback, whether positive or negative.

Should you not wish to give feedback or raise a concern directly to your GP Practice, the guide states that you have the option to contact your local NHS Integrated Health Board (ICB) or local Healthwatch instead.

An ICB funds all GP services in the area. Healthwatch is an organisation which represents the patient voice to improve health and social care services. Contact details for the Surrey area are below:

• Contact NHS Surrey Heartlands ICB
• Contact Surrey Healthwatch

*Please note whilst the guide states "If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager" however, at the ICP we have a dedicated Patient Feedback Lead who will manage your complaint accordingly.

We welcome feedback to tell us what we are doing right and what we can improve.