Non-urgent advice: Feedback from you
All feedback is looked at and discussed so we can develop and improve what we do.
Changes as a result of your feedback we will put on this page.
If you would like to give us general anonymous feedback please click on this link which takes you to our Friends and Family Test survey. It only takes a minute and you can leave us your feedback without leaving your name.
If you prefer you can leave a google review by clicking on one of these links:
The Valley Surgery
Chilwell Meadows Surgery
Our latest Friends and Family Feedback
“Overall, how was your experience of our service?”
- 88% Very good
- 8.5% Good
- 2% Neither good nor poor
- 1.5% Poor
- 0% Very poor
- 0% Don’t know
How to Make a Complaint
If you have a complaint or a concern about the service you have received from the doctor or any of the staff working in this practice then we would like to know about it. We operate a practice complaints procedure which follows the principles of the NHS Complaints procedure. Please click here for our policy and procedure and here for the form. Please ensure you add your name and address and return the form to the practice for the attention of the Practice Manager.
Latest Patient Surveys
Click here for the latest practice surveys and our responses to them.
A few people commented that…
You said you were worried about blood test results not being actioned when they are received in the practice
We made our processes clearer on our website that a designated doctor each day actions urgent blood tests which cannot safely wait until the doctor who ordered the test deals with them
You found it more difficult to get through on the phone
We have appointed more reception staff to answer the phones. We accept emails and have started with online messages for both admin and clinical queries.
We have opened prospective online access to patient records so that everyone can get their blood test results on the NHS app.
You found it more difficult to make appointments
We can now text you a booking link to book many appointments like smears, immunisations and doctors appointments. We have more appointments available online.
You said you had less choice of appointments
We now offer face to face, online and telephone appointments and are offering more appointments than we were before the pandemic.
You said we were less good at listening to your concerns
We now offer longer appointments to ensure we have addressed your concerns in an appointment.
From face to face suggestions…
Replace old couches with electric ones
We have now replaced all our older static couches with electric ones which will mean that those with impaired mobility will find it easier to get on them.
From friends and family survey…
Receiving texts with inaccessible links
These have all been checked and a few broken ones we were unaware about have been fixed.
Appointments cancelled and not rescheduled
We now send links to online re-booking if appointments are cancelled unexpectedly due to sickness of staff.
Information about delays while patients are waiting
Reception staff are now aware about informing patients on delays, the reasons and how late clinical staff are running.
Difficulty parking at the Valley Site
The construction of the tram reduced parking significantly at the Valley site. We encourage staff to use public transport and use online or telephone consultations where possible to reduce the parking problems.
From our Patient participation group…
There have been issues with the online flu booking
We have now changed the software that we use for this so it should be easier. We send out batches of texts as the booking service gets blocked with numbers booking
Help needed with medicines out of stock at chemist
This is a National problem which is getting worse. Our pharmacy team now has an urgent task box and every day spends time helping patients with this.
From Patient Suggestions…
We were asked about having photographs of the male GPs because at that time there were only female GP photographs in the Chilwell Meadows Surgery waiting area. This has now been done.