Raising a Concern

St Davids Court Surgery and Salisbury Road Surgery welcomes all feedback, good or bad, to help us in providing the best care and treatment we can for our patients. 

It is important that we hear the views of our patients so that we can understand how we can improve our services in future. 

What you should do if you have a concern:

• Raise the matter with a member of staff who will endeavour to resolve your concern or if they can't resolve it for you immediately, will report it to the Management Team for further investigation. 
• If you would prefer to deal with a member of the Practice who is not directly involved with your concern, please submit this to us in writing for the attention of the Practice Manager. 

Please note - If your concern is of a clinical nature, a doctor who is not involved may be asked to lead the investigation. 

What we as a practice will do:

• Acknowledge your written concern within three working days, if the matter cannot be satisfactorily resolved immediately.
• Investigate the matter thoroughly and aim to provide you with a written response within 30 working days. If for any reason we cannot meet this timescale, we will keep you informed of the progress and your new target resolution date. 
• Provide a response which will include an explanation and any action that we will be taking as a result of your concern to prevent similar events in future. 
• If our response does not meet your satisfaction, we invite you to get back in touch with the practice, or we may direct you to the next stage which is detailed below.