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Feedback and Complaints
Get in touch with your compliments, comments or concerns.
Complaints and Feedback
We welcome feedback to tell us what we are doing right and what we can improve.
Friends and Family Test
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment.
Complaints
If you've had a bad experience we'd also like to know. View our complaints procedure.
Practice Performance
GP Patient Survey
The GP Patient Survey is an independent survey run by Ipsos MORI on behalf of NHS England. The survey is sent out to over two million people across England. The results show how people feel about their GP practice.
Care Quality Commission
The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care and encourages them to make improvements where possible.
Our overall CQC Rating was: GOOD
You Said We Did
At The Brooke Surgery, we really value what our patients have to say. Your feedback is important to us because it helps us to improve and do more of the things that patients want to see. We’ve set up our Patient Participation Group and would encourage patients to join to give their thoughts and help us shape the future of The Brooke Surgery. Patients can sign up via this link.
More Availability
Patients said they would like to see more availability for both face-to-face & telephone appointments in the practice.
- The Brooke Surgery have since hired more GPs and clinical specialists to improve appointment availability and chronic disease management. Such as a menopause specialist.
Easier Access
Patients said they were experiencing long queue times when waiting to speak to a member of staff on the phone or attempting to book an appointment.
- We introduced ChatDoc, a WhatsApp based service which streamlines patient requests without the need to call the practice and wait to speak to a member of staff. We recognise that it can take longer that our previous system to submit requests, we are working on improving this.
Extended Hours
Patients had requested longer operating hours when to comes to requesting and attending appointments.
- Our booking hours for taking requests via ChatDoc have now been extended until 3:30pm which will be increased again until 6:30pm over the next few weeks to maximise availability for our patients.
Timely Prescriptions
Patients mentioned delays in receiving prescriptions and had highlighted the need for better communication between the practice and patients.
- The Brooke Surgery have expanded our in-house pharmacy team to allow us to treat more patients, resolve day-to-day medicine issues and help manage those with long term conditions or taking multiple medicines.
