Feedback - Complaints

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

Positive Feedback

We thank patients who have given the following positive comments using via our mjog messaging service.

"You Rock! Wellington Medical Practice"

"Thanks for your messages and all your hard work. Please all keep safe"

"Thank you for keeping in touch my husband and myself are staying home wishing you all at the practice a happy and safe Easter"

"I was very impressed by the speed with which my request was dealt with and the courtesy of the staff and the Doctor at the centre at this stressful time"

"thank you for all you are doing, putting your own health on the line"

"Thank you SO much to you and everyone working, you are all heroes!"

"Thank you for the great care that your practice has given me since i joined you in February 2020"

Positive Patient feedback from NHS Choices... Thank you.

Excellent Treatment

After moving to the area and hearing about this practice I was nervous to move. However I have had nothing but great experiences. I have visited 3 times since moving and each time the examination has been very thorough.

Most recently I visited with a chest infection and I've been having them every year for most of my life (I am in my 30s). Each year I go to the docs struggling to breath and may or may not get some antibiotics.

On this occasion I refrained from going as I thought I'd be wasting people's time but when I did go the doctor could instantly tell I was struggling, examined me and prescribed antibiotics, steroids and an inhaler. It was like music to my ears and I felt so much better from the first dose when I got home.

Whilst in the examination the doctor picked up that I said I get this every year and he got me back for a breathing test to check for underlying conditions such as asthma. I have always thought there was something underlying but this was not picked up or recognised until I went to Wellington.

Before joining Wellington I was always worried that something had been missed or overlooked but now I have every confidence in this surgery and I tell as many people as possible about my experience.

Visited in November 2018. Posted on 08 November 2018

Please click on the Friends and Family Test Tab (on the left hand navigation bar) to give feedback.

Complaints Procedure

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 please include all the details of the complaint, this will enable the practice to get a clear picture of the circumstances surrounding the complaint.

Feedback form (PDF, 229KB)

If you have a complaint we would encourage you to contact the GP Practice as soon as possible after it coming 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 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 Tania Burrows

Patient Engagement Lead

Wellington Medical Practice (Complaints)

Chapel Lane



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

The management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following:

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to:

NHS England
PO Box 16738
B97 9PT

By email to:

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am.

Telford and Wrekin Independent Health Complaints Advocacy Service

Engaging Communities provides the Independent Health Complaints Advocacy Service for people who want to make a complaint about the NHS in Telford & Wrekin. The service is free, independent and confidential and available to anyone living in Telford & Wrekin who has a complaint about the NHS.

You can contact Engaging Communities direct by: calling 0800 1615600

Text: 07724172811

EC Telford Complaints Advocacy booklet (PDF, 5.71MB)

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Patient Services Team

NHS Telford and Wrekin CCG

Halesfield 6



Telephone: 01952 580407

There is also a 24 hour answer phone service


PALS is open Monday – Friday 9am – 4pm (excluding bank holidays).

Friends and Family Test
Additional Questions

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.

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