We welcome feedback and complaints, and we want to understand your experience in your own words.
If you want to make a complaint, comment or suggestion about our services, please contact Nicky Ogden, operations & complaints manager.
We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns. However, AI-generated text can sometimes:
- include information that is inaccurate or not relevant;
- use overly formal or legal language;
- make complaints longer or more complex than necessary; or
- make it harder for us to clearly understand your personal experience.
- This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
- what happened;
- when it happened;
- how it affected you; and
- what you would like us to do to resolve the matter.
- A short explanation in your own words is often more helpful than a long or highly formal letter.
If you choose to use AI tools, we recommend that you:
- check the wording carefully to ensure it reflects your own experience;
- remove any information that is inaccurate or not relevant; and
- take care when including sensitive personal information.
- Please be aware that some AI tools may store or use information entered into them.
For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful: Using AI tools to help your complaint
If you need support to make a complaint, for example due to language needs, disability, learning disability, or mental health or communication difficulties, please let us know. We will do our best to support you in a way that works for you.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01531 820689
If you need to make a complaint
Every patient has the right to make a complaint about the treatment or care they have received at Newent Doctors Practice.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the operations & complaints manager, Nicola Ogden but note this may need to be a booked appointment.
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
- Email
glicb.pals@nhs.net - Phone
0800 0151 548 - or write to
Mary Hutton
Chief executive
NHS Gloucestershire Integrated Board
Sanger House
5220 Valiant Court
Gloucester Business Park
Brockworth
GL3 4FE
A complaint can be made verbally or in writing. Additionally, you can complain via the ‘ask the practice a question‘ form on our website.