Your Views

It is important that you provide the Practice with feedback on the care and service you have received by both clinical and non-clinical staff. We are always looking at ways to improve to ensure our patients receive an outstanding service. It is also important that we provide recognition to our staff who “go the extra mile” for our patients.

There are different ways you can provide feedback:

  • Log onto NHS choices and search Abbey Medical Practice
  • In writing for the attention of the Quality & Operations Manager

If you have a complaint about the service you have received, please let us know. Complaints can be dealt with the staff member in the first instance. Where the issue cannot be resolved at this stage, please speak with the Patient Services Team Leader, Quality and Operations Manager or Practice Manager if available.

You may wish to make a formal complaint to the Practice which can be done in writing to the Quality and Operations Manager. We will investigate your complaint and provide you with a response or request a meeting within 3 working days of receipt of your letter. If we are unable to provide a full response within 3 days, we will provide you with regular updates regarding the investigation of you complaint. On receiving a complaint we wish to ascertain the full details of your complaint, ensure you receive an apology where this is appropriate and provide assurance that practice procedures and policies have been reviewed to mitigate the risk of the incident happening again.

You are able to make a formal complaint to Northamptonshire ICB if you do not wish to discuss this with the practice in the first instance.

Patient Experience Team, Northants ICB, Francis Crick House, Summerhouse Road, Moulton Park, Northampton, NN3 6BF

Tel: 01604 476777

Email: northantsicb.patientexperience@nhs.net

If you are dissatisfied with the response we have provided, you may wish to escalate to the following:

From 1st July 2023

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

Updated 26th June 2023