We believe it is important to hear our patients’ views, good and bad. Below are the ways you can provide feedback or, if you feel necessary, make a complaint.
We also find out what patients think through other feedback tools, such as the friends and family test, as well as Survey Monkey.
The information we gather is key to helping us make improvements where necessary.
Positive feedback is always welcome and very appreciated. If you would like to share your positive experience with us please click the below link.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. It helps us to help you if we have as much detail as possible as very often our highly knowledgeable front-line team will be better placed to find a swift resolution.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.
In any event, this should be:
Within three years of the incident, or within three years of you discovering the problem, giving as much detail as you can. This isn’t a hard a fast rule and NHS organisations would prefer to investigate any issue of concern to ensure they can offer the best quality and safest service.
Easy ways to register a complaint
Our priority will always be to ensure you are receiving the best healthcare we can provide and find the best and agreed resolution to your concern at the time.
While this may solve the immediate problem, we welcome feedback in order that we can investigate how we can improve.
Patient Feedback form – click to download
Please give as much detail as possible however you decide to contact the practice:
Post: Patient Liaison Coordinator, Alnwick Medical Group, Infirmary Close, Alnwick NE66 2NL
Secure E-mail: firstname.lastname@example.org
Your complaint will be acknowledged within 5 working days via your preferred method of contact. While the standard NHS complaints procedure allows our organisation 40 working days to provide a full response AMG will endeavor to respond in a much shorter time scale. If we expect investigations to take longer, we will explain the reason for the delay and tell you when we expect to response. The following link explains the NHS Complaints procedure
Complaining on behalf of someone else
All forms of contact within AMG, as everywhere in the NHS, are subject to strict patient confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable of providing this.
Third-party consent form – click to download
Can I get help with my issue?
Yes, there are many charities and organisations that will help you towards a resolution to your complaint.
NHS Northumberland funds an independent and helpful advocacy service who can help with initial advice or help patients through their situation.
Should you require any direct help or advice making your complaint you can contact your local Voiceability Northumberland.
c/o Sayer Vincent
108-114 Golden Lane
London, EC1Y 0TL
Tel: 0300 303 1660
PALS, the patient advice and liaison service, is also a free, confidential, NHS advice service for patients, their families and carers, of all ages, covering all NHS organisations and services in North Tyneside, Northumberland and Newcastle (also including, for the North East Ambulance Service NHS Foundation Trust, the whole North East region).
PALS is the ‘customer service’ for the NHS, helping to sort out problems, find answers to questions and concerns and provide information and advice about NHS services.
Patient Advice and Liaison Service (PALS)
The Old Stables
Tel: 0800 032 0202