We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a feedback card in the waiting area
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01344 773418
- email surgeryreception@nhs.net
Patients complaints procedure
We strive to provide the best possible service to all of our patients. But if you feel unhappy about any aspect of your care or our service, then do let us know, your feedback is essential in helping us to improve our standards. We try to resolve complaints informally with patients wherever possible, however should you feel the need to complain, then please see our complaints procedure (PDF). This explains how your complaint will be dealt with and the resources open to you in the unlikely event you are dissatisfied with the outcome. Further information can be found in our leaflet.
Healthwatch Wokingham
Patients are encouraged to contact Healthwatch Wokingham about any concern, experience, issue or feedback they wish to share about health or social care service in Wokingham. They can be contacted:
Phone
0118 4181418
Email
enquiries@healthwatchwokingham.co.uk
Website
www.healthwatchwokingham.co.uk
Post
Healthwatch Wokingham Borough
Wokingham Charity and Community Hub
Waterford House
Erfstadt Court
Wokingham
Berkshire
RG40 2YF
The Advocacy People (formerly SEAP)
The Advocacy People believe in a society where:
- People feel in control of their lives and are confident to speak up and
- People who can’t speak up for themselves have someone in their corner to speak for them
It is their mission to:
- help anybody that needs independent support to speak up
- deliver quality and innovation in advocacy through their practice
- improve people’s lives individually and collectively through putting their case to policymakers
Phone
0330 440 9000
Text
80800 starting message with PEOPLE
Email
info@theadvocacypeople.org.uk
Post
PO Box 375
Hastings
East Sussex
TN34 9HU
Website
www.theadvocacypeople.org.uk
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
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. However, 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: here
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.