Patient Participation Group
The Surgery has established a Patient Participation Group who meet quarterly to share their views of the practice. If you are interested in joining please do get in touch with the practice.
Patient Surveys
Our practice survey results celebrate the improvements made at practice level and how engagement with patients is sustaining increased satisfaction levels. We will continue to hear the voice of our patients and improve where we can.
The 2024 National Patient Survey was undertaken in January 2024 with results published later in the year. Results show that the practice performs better than local and national practices in more than half of the domains. Improvements were in process during publication and the practice will survey the patients to see if these changes have made a positive impact.
Practice Survey April 2024 DOWNLOAD
This survey was a follow up from the practice November 2023 survey. A clear action plan has been produced outlining how the practice will continue to improve.
Friends and Family Test
The NHS Friends and Family Test (FFT) helps us understand whether patients are happy with the service provided or whether improvements are needed. It’s a quick and anonymous way for our patients to give their views after receiving care at the practice.
Feedback
Every patient has the right to feedback about the treatment or care they have received at Crawley Road Medical Centre. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience. We welcome compliments which we can share with the practice team.
How to Contact Us
Most complaints can be resolved at a practice level. Please speak to a member of staff if you have a complaint or ask to speak to the practice manager.
You can also e-mail us on nelondonicb.crawleyroadmedicalcentre@nhs.net
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England, PO BOX 16738, Redditch, B97 9PT
Tel: 03003 112233
england.contactus@nhs.net
Time Frames for Complaints
The Practice Manager will aim to acknowledge your complaint within three working days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
Investigating Complaints
Crawley Road Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Crawley Road Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third Party Complaints
Crawley Road Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.
Final Response
Crawley Road Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.
Advocacy Support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
Further Action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO), Milbank Tower, Milbank, London, SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk
Zero Tolerance
This practice fully supports and subscribes to the NHS Zero Tolerance campaign against unacceptable behaviour. Any patient who verbally abuses or shows aggression to any member of staff will be warned and may be removed from our list.