Complaints

We welcome feedback both positive and negative. We hope this never happens but please let us know if you are ever dissatisfied with the service you have received at Priorslegh. We try to learn from all of our experiences and all feedback is taken very seriously.

We are always open to discussion about any issue and we would always encourage you to speak to us about any problems that you may have. You can contact us via the email on this site or phone the practice and ask to speak to Heather, the reception manager or Warren Tuite, the practice manager. Talking can often be the quickest and most productive way of resolving any difficulties.

If you would like to make a more formal complaint then we will acknowledge recepit within 3 working days. You will then receive a written response and given the opportunity to discuss the matter with the relevent people, if appropriate.

We will always attempt to feed back the learning which we have done with regards to the complaint. 

If you require more information regarding complaints then please click here to download our guide to making a complaint leaflet.

 

 The NHS Choices Page on complaints, explaining all of your options.

Telephone Triage

Telephone Triage - How does it work and what is it for?

Priorslegh Medical Centre has operated a telephone triage service for some time, for those not familiar with a triage system here is how it works:

  • If you have an emergency and need to speak to a clinician urgently please phone the surgery in the morning or after 130pm for an afternoon call back
  • Triage is for emergency queries only, that does not include medication request or sick note requests
  • You have to be available to come down to the surgery within 2-3 hours if needed. If you are going to work then it is not an emergency for telephone triage.
  • Your call will be triaged along with nearly 100 other calls in a morning and the same number of calls in the afternoon; this means we cannot give you a time you will be called back.
  • Triage does not always mean you have to come to the surgery, if a clinician feels they are happy discussing your condition with you over the phone they can do a prescription for you if needed and it can be ready to collect the same morning.