Compliments, Suggestions and Complaints

We welcome all feedback and comments so that we can improve our services and also know what we have done well.

There are three main ways to feedback about your experience.

Review us on a public forum

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.

Feedback and Compliments

We are continually looking to turn your feedback into real improvements in our services. We use it to focus on what matters most to our patients, their carers and their families.

If you want to share your experience or have a suggestion on how we can do things better to improve our patients’ experiences, please complete the below form. We’d also like to hear from you if you are pleased with the service you’ve received. We’ll let the staff involved know and share the good practice across our teams.

If you can’t complete the form or would find it easier to discuss your experience you can us on 0208 630 3604

We listen to you

You said:

1. Improve the telephone system and answer calls fate

2. Increase the number of appointments available

3. Offer longer appointment to talk about more than one appointment

4. Give a fast track service for older people

5. Have more regular GPs

We did:

– We changed and improved our phone system with lots of new features
– We recruited more reception staff and continue to do so
– We have trained out staff on improved and faster call-handling

– Increased number of GP, HCA, Nurse and Pharmacist appointments
– Increased number of Saturday appointments
– Introduced GP consultations using the online PushDr Service

– Provide longer appointments if patients specifically flag this up when booking and if appointments are available
– Proactively identify where a patient needs a longer appointment because they have known complex health problems
– Have dedicated clinic types with different appointment lengths
– Provide longer appointments for patients needing language translation

– Review patient medical records and proactively call in frail and vulnerable patients for care planning
– Provide local care home direct access to reception through a hotline number

– Ongoing GP recruitment programme within a national shortage of GPs
– Use a smaller number of regular locums who already work at other practices in Hounslow where possible