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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.
Help us improve our services – we would love your feedback
Following the results of the 2025 GP National Patient Survey, we have put together an Action Plan to make our services better for you.
The plan focuses on:
- Making it easier to contact and access the practice
- Improving online services and digital access
- Increasing appointment availability
- Enhancing your experience with our clinical staff
- Raising awareness of all the services we offer
We would really value your thoughts on our draft plan to make sure it is practical, patient-centred, and focused on what matters most to you. You will find the draft Action Plan below.
Please send us any comments or suggestions by 10 September 2025 via our online form.
Thank you for helping us improve TLCP services for everyone in our community.
Ease of Access
What actions are needed to deliver the target?
- Review telephony capacity and call handling.
- Increase NHS App promotion.
- Provide online appointment booking slots
- Customer Care Training for CN
- Explore Total Triage Option
- Internal Audit for number of Calls Handled
Outcome
Improved patient experience in contacting the practice.
Responsible Person
KC / JH & Site Managers
Expected Completion Date
March 2026
Any Additional Comments
Consider text reminders with NHS App link.
Online Services and Digital Access
What actions are needed to deliver the target?
- Run NHS App drop-in sessions.
- Create how-to videos for website/screens.
- Partner with hubs for digital skills.
- Website Update
Outcome
Higher NHS App registrations and online appointment usage.
Responsible Person
JH / Site Managers
Expected Completion Date
October 2025
Appointment Availability
What actions are needed to deliver the target?
- Audit appointment book allocation.
- Customer Care Training
- Explore GP continuity sessions.
- Total Triage
- Appropriateness of appointment Audit
- Training for SignPosting
Outcome
Increased satisfaction with appointment times and continuity.
Responsible Person
Site Managers & VR
Expected Completion Date
October 2025
Patient Experience with Clinical Staff
What actions are needed to deliver the target?
- Refresher training in shared decision-making.
- Quarterly patient feedback reviews in MDT meetings.
Outcome
Higher ratings in clinician-patient communication.
Responsible Person
KC & Clinical Leads
Expected Completion Date
October 2025
Awareness of Services
What actions are needed to deliver the target?
- Create Leaflet
- Create Practice Leaflet/digital/web for services provided at point of registration
Outcome
Improved patient awareness and appropriate service use.
Responsible Person
KC & Clinical Leads
Expected Completion Date
Practice Communications Lead
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
See the full report:
