Give Feedback

Your views are important to us!

As a practice we believe it is important to hear the views of our patients on the services they receive.  We appreciate all forms of feedback as it is a valuable way of seeing what is working and what can be improved with regards to the practice and the services we offer. Feedback from the people that use our services is even more valuable. We look at the feedback on a regular basis.  This includes doctors, managers, nurses, administrative and reception staff.  We take your comments very seriously to help us improve the way we work.

In order to improve our services we gather feedback from a number of sources, for example, the national patient survey and Friends and Family Test.  You can complete the Friends and Family Test on the home page.  

You can provide your feedback in the following ways:

1. Written feedback

Written feedback can be brought in and handed to reception. 

2. Emailing the practice

You can email the practice with any feedback you have at any time on licb.c83617@nhs.net. Please be aware, this email address should NOT be used to contact the surgery regarding medical issues. 

3. Leave a review on the NHS website

You can leave a review on the NHS website by following this link.

4. Friends and family test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

Listening to the views of patients and staff helps identify what is working well, what can be improved and how.  The FFT asks people if they would recommend the services they have used and offers a range of responses.

The FFT drives service improvement and has resulted in a number of revisions to the way we work, for example being able to access your full medical record online.    National scores so far have told us that at least nine out of ten patients respond positively on their experience. Patient comments also identify areas where improvements can be made so that providers can make care and treatment better for everyone.

Please watch the video to find out more.

5. Make a complaint

If you have a particular problem or concern about the services provided by our surgery, please contact the Practice Manager using the email licb.complaints.abbeyview@nhs.net

You can also read our Practice Complaints Policy - 

Complaints Policy for Abbeyview Surgery

1. Introduction

At Abbeyview, we are committed to providing high-quality care and services to our patients. We welcome feedback, including complaints, as it helps us improve our services. This policy outlines our procedure for handling complaints in line with CQC standards.

2. Scope

This policy applies to all complaints received by the practice regarding our services, staff, or facilities.

3. Receiving Complaints

• Complaints can be made verbally, in writing, or electronically.
• Complaints are to be for the attention of the Practice Manager – Tom George. They can be sent to our confidential practice email account - licb.complaints.abbeyview@nhs.net

4. Internal Review

• An internal review will be conducted to gather all relevant information and evidence.
• The review process will involve discussions with staff members involved and, if necessary, consultation with external experts.

5. Response

• A written response will be drafted, detailing the findings of the internal review.
• The response will include an explanation of any actions taken or proposed to resolve the issue.
• The draft response will be reviewed and signed off by the Senior Partner.

6. Communication with the Complainant

• The final response will be sent to the complainant within 30 days of receiving the complaint.
• If the investigation cannot be completed within this timeframe, the complainant will be informed of the delay and provided with an updated timeline.

7. Learning and Improvement

• All complaints will be reviewed regularly to identify trends and areas for improvement.
• Lessons learned from complaints will be shared with staff and incorporated into practice improvements.

8. Confidentiality

• All complaints will be handled in a confidential manner, respecting the privacy of all parties involved.

9. Further Action

• If the complainant is not satisfied with the response, they may escalate the complaint to the Parliamentary and Health Service Ombudsman.

10. Contact Information

For any queries or to submit a complaint, please contact:

Abbeyview Surgery

Tom George

Crowland Health Centre,

Thorney Road, 

Crowland,

Cambridgeshire,

PE6 0AL