Have Your Say

Compliments
 
All members of staff want your service in the surgery to be of the very highest standards. We would like to know when we have got it right as well as when we have got it wrong. Please let us know if we do get it right and assist you. 
 
Suggestions
 
When you visit the surgery, you are in a unique position to see things in the surgery that could be done better or differently. Please let us know by using the suggestions box by Reception or by writing to the Practice Manager.
 
Informal Complaints Procedure
 
Angel Hill Complaints Manager is: Paul Rayner
 
We hope you will use this, as it gives us the opportunity to look into and, if necessary, correct any problems that may have arisen or mistakes that have been made. Your opinions are important and, when appropriate, practice procedure will be modified. Our aim is to maintain and improve the quality of service provided to patients.
 
Please note that we have a duty of confidentiality to patients and the patient’s consent will be necessary if the patient does not make a complaint directly.
 
If you wish to make a complaint please contact the Angel Hill Surgery Complaints Manager in person, by telephone, by letter or by email at Paul.rayner@nhs.net. Your complaint will be investigated and you will receive a confirmation of the complaint and further information letter within 10 working days (2 weeks).
 
Following investigation of the complaint you will be offered either a letter of explanation or a meeting with the Complaints Manager and/or a Partner to discuss the matter. You may bring a friend or relative with you to the meeting if you wish. At the meeting we will hope to discuss your concerns fully, provide you with an explanation and discuss any action that may be taken. We trust at the end of the meeting you will feel satisfied that the matter has been resolved. 
 
What Happens If You Are Still Not Happy
 
If you feel that your complaint has not been resolved then you can contact one of the following Parliamentary and Health Service Ombudsman, Care Quality Commission or Suffolk Healthwatch, who will investigate your complaint further. Details of these are available with the Complaints Manager.