Feedback

We appreciate feedback from our patients. This can help improve services and allow us to continue providing a good service.

Here is some feedback since our new appointment booking system was implemented in January 2024.

I called first thing, 8.30am and was surprised I got through. The lady on the phone then informed me she would send me an online questionnaire to fill in and someone would be in touch. At first, I must admit, I thought why can't she just book an appointment for me now? She stayed on the phone to make sure I had received the link. I then filled in the link and was really surprised to receive a text to confirm I had a face to face meeting at 10. New system is great for a full time worker like me. 

The new eConsult system is excellent. I simply filled in the online consultation form which was then responded to withina  few hours and I was sent an appointment for in a few days time which is great as was non urgent. I saw one of the advanced nurse practitioners who was very kind and helpful with my referral. I didn't wait long to be seen which has been a big problem for me before. My appointment lasted 15 to 20 minutes. I am very impressed with the new system and hope it stays in place.

The new econsult is great. I have been struggling to get my regular medications sorted as working full time makes it hard to attend same day appointments. 2 hours later I received a call to say the pharmacy have the prescription and a blood form was ready to collect. So grateful for your help. I can finally get on track with health. 

The changes being made to the way the practice run is improving the service greatly. It is very apparent there is a lot of thought and effort going towards making these changes. 

Great service the Doctor was very professional and nice thank you

Appreciated the phone call regarding my blood test and the face to face appointment the same day and given blood test forms to have my blood taken again in a months time. 

I had an ECG appointment with Michelle she was very professional, kind, respectful, and understanding. She spoke with Dr Rachit who said he would see me. Dr Rachit was extremely professional understanding and spent time examining me. I left the surgery feeling mentally better I had at last been listened to and felt reassured that I would receive appropriate treatment. 

Fabulous service from my first phone call to seeing the GP, excellent communication. I felt reassured and everyone was really lovely. Thank you. 

It was my first time there as a new patient

Very good and happy with the practice 

I found the service good and the doctor was really understanding. And explained everything to me. Which I found eased me and helped me realise what was going on. I am so glad I changed over to your practice. 

Had an appointment with (Dr) Joy. It was a very efficient meeting. She had checked my records beforehand, asked pertinent questions, told me what she planned to do and took my wishes into account. Progress was made. 

The staff were very friendly. The appointment desk was very helpful. The doctor was helpful and friendly. The back room staff were very helpful. 

Overall great service from Wellington Medical Practice. They've always dealt with any medical problems I have with professionalism. Well done to the team. 

24th January 2024, 11.47am

Complaints Procedure if you wish to raise a complaint

We hope the information below gives advice on how to make a complaint.

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know.

The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets the national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to raise a complaint

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, and you wish to make a formal complaint, This can be carried out verbally or please complete a feedback form which is available at reception or can be downloaded from the website you can also email wmp.complaints@nhs.net. please include all the details of the complaint, this will enable the practice to get a clear picture of the circumstances surrounding the complaint.

Complaints Leaflet 2023 (PDF, 184KB)

If you have a complaint we would encourage you to contact the GP Practice as soon as possible after it comes to your attention, as this will make it easier to investigate any concerns that you raise. The Local Authority Social Services & NHS Complaints Regulations (2009) states that complaints should normally be made within twelve months of the events complained about or twelve months of knowledge of the events. Those received outside this timescale will only be investigated if there are demonstrable exceptional circumstances for not making the complaint within the timescale (e.g. bereavement or illness). In these circumstances, Wellington Medical Practice will consider whether it is still possible to investigate the complaint effectively and fairly given the time that has elapsed”.

Write to us at:

FAO: Complaints Department
Wellington Medical Practice 
Chapel Lane
Wellington
TF1 1PZ

The practice will acknowledge your complaint within three working days of receiving your complaint and aim to have investigated your complaint within thirty working days of the date you raised it with us. At this stage, you should be offered an explanation or a meeting.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make sure you receive an apology, where this is appropriate

Identify what the practice can do to make sure the problem does not happen again

Raising a complaint on behalf of someone else

Please note that Wellington Medical Practice adheres strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required unless they are incapable of providing this due to illness or disability.

Other Authorities who can deal with complaints

Download our guide to other Authorities who can deal with complaints (DOCX, 17KB)

Privacy Protection

We use the information entered into this form only for the purposes of processing your Friends & Family Test submission. Information entered into this form is stored and accessed securely by designated Practice staff.

Issues raised in comments may be discussed between relevant members of the Practice. The information is used for quality monitoring purposes, in line with the expectations of the patients submitting the feedback.

The form does not require personal information. Any personal information transmitted via this form may be anonymised by the Practice when this is required to ensure compliance with General Data Protection Regulation.

All submissions are collated and sent to NHS England.

This information is retained for up to 28 days.

Learn more about our Privacy Policy and Terms of Use. Should you have any concerns about sending your personal details using the web, please use one of the alternative methods offered by our organisation.