Complaints and feedback

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

See below for the results from  July 26

Asking the question - "Overall, how was your experience of our service?"

" No waiting time, very experienced nurse and a satisfactory conclusion of my visit"

"Prompt treatment in a friendly environment"

"Doctors were deloghtful plus the dispensary staff are always polite, friendly and very helpful"

"All the staff were helpful, caring, gave clear explanations, thank you"

"I would have written excellent, I did not wish to discuss my medical issue with the receptionst as there were two people in the waiting room I knew. A member of the team phoned me at home to make an appointment which was terrific. Thank you. I had not met the GP before my appointment (Dr Afzal) and she was excellent. Dr Afzal took time to discuss my medical history and made a clear plan of action to sort my current problems. I was extremely happy with the outcome from my appointment. Thank you"

"I would have given very good except I was uncomfortable listening to the receptionist ask personal questions of a patient who had come in having found a lump. The receptionist did not use a quiet voice and all visitors were finding it difficult. I thought you had a room made in  the waiting room to allow for private conversations like this. It shouldnt happen in reception"

Thank you to everyone who has responded. The  majority of our patients have been satisfied with the treatment and care 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. 

Our reception and waiting area is an open space and conversations may sometimes be overheard by other patients or staff. To help protect your privacy we kindly ask that sensitive or detailed medical information is shared in one of the following ways (where possible):

1) submit an electronic consultation via our website  2) Telephone the practice and speak with a member of the team.

We are still here to help and do not wish to prevent access to care in any way so if you would prefer to speak to a Care Navigator at the front desk in person, our team will continue to help you as normal and our staff may keep questions brief where possible, ask if you are happy to continue to discuss your information in an open environment or offer alternate ways to share sensitive details.

We also recognise the way information is communicated can have a significant impact on how it is received, particulary in harder circumstances. We will continue to engage our staff for compassion training and recognise the importance of this.

We regularly review feedback from our patients, including comments and suggestions shared by friends and family. Your views help us understand what we are doing well and where we can make improvements.

Thank you to everyone who has taken the time to share their experiences with us.

Kind regards Rudgwick Medical Centre 

GP National Survey 

The results of the 2026 GP national patient survey can be viewed here and will be reviewed 

 https://gp-patient.co.uk/patihttps://www.gp-patient.co.uk/patientexperiences?practicecode=H82027