Only use this form for comments about the practice and suggestions as to how we can improve our service to you.
Medical matters and official complaints cannot be dealt with via this form.
Complaints and feedback
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.
To pursue a complaint please complete this form, email us at sxicb-wsx.rudgwick-rudgwick@nhs.net or write to us addressing your concern to the practice manager or deputy. Your complaint should contain full details of the patient including their name and date of birith. If you wish to complain on behalf of another patient who is not a minor, then we need written consent from the patient.
Leave feedback via NHS.UK
Your review must be about a specific experience and not a general view of the NHS or the service as a whole.
GP patient survey
The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.
Friends & Family
We welcome patient feedback to tell us what we are doing right and what we can improve.
See below for the results from April 2024
Asking the question - "Overall, how was your experience of our service?"
|
April 2024 |
Responses |
|
Don’t know |
1 |
|
Neither good nor poor |
1 |
|
Poor |
0 |
|
Very poor |
3 |
|
Good |
16 |
|
Very good |
75 |
|
Total responses |
96 |
"The communication was brilliant from start to finish with all the team. The team are incredibly efficient and take time to chat with me. Thank you".
"A fabulous friendly professional practice, well done all".
"Completed a e-consultation on Wednesday got an email to say someone will be in contact by 6:30pm on Thursday had heard nothing, so Friday comes and still no response no one has bothered to contact me or anything"
Thank you to everyone who has responded. The majority of our patients have been satisfied with the treatment received. However we recognise that a number of patients are not happy with the current system of the triage system to request an appointment or if they are not offered help in the timescale they would wish. Unfortunately due to continuing high demand and in line with many other practices we need to ensure we manage demand as safely as possible. Some of our patients have commented that sometimes they are not seen on time when they have an appointment. Unfortunately some patients unexpectedly take longer than others during an appointment which means a doctor can run late. However, if this is the case and you are unable to wait we can of course rebook your appointment.
Another theme is that patients are not happy as they feel Dr Mckenzie is not seeing patients. As the sole full time GP partner at Rudgwick MC Dr Mckenzie is responsible for triaging all calls, reviewing all hospital letters and all results (eg blood results). This workload is huge and although Dr Mckenzie does of course still see patients his capacity for doing so is limited. All clinicians have access to the patient's medical record and so continuity of care is not compromised. We do however have a new regular part time GP, Dr McLeod, who has joined the team and will regularly be seeing patients. We will continue to attempt to recruit a further permanent GP but due to the national shortage (in particular in this area) this is proving challenging.
Some comments suggest we employ more locums so we can offer more appointments. Unfortunately the cost of locums is high and given the limitations in funding for GP services, this would make the surgery financially non viable.
We will continue to evaluate and monitor feedback.