Compliments & Complaints

We always try to provide you with a first class primary healthcare service, and appreciate patient feedback as a measure of how we are doing.

Comments and compliments

If you think we are doing something well please let us know. It is always nice to receive compliments. Equally, if you feel we could do better in any aspect please tell us. Comments and compliments can be made to any member of the Appletree team, by means of the Suggestions Box in the entrance to the Duffield surgery or by addressing them to the Practice Manager.

Complaints

There may be times when you feel you have not received the appropriate care or treatment, either clinical or service. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. But if your problem cannot be dealt with in this way please let us know, ideally within a matter of days, to give us the opportunity to establish what happened and put things right more easily.

We have a Complaints Procedure as part of an NHS system for dealing with complaints (full details can be found in our leaflet above). In the first instance complaints should be addressed to the Operations Manager, either verbally or in writing. She will explain the complaints procedure to you and will make sure that your issue is dealt with promptly. We aim to acknowledge receipt of your complaint within three working days and to fully investigate it in a timely manner.

We do of course keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

If you remain dissatisfied you may refer the matter to The Parliamentary and Health Service Ombudsman at www.ombudsman.org.uk.

COVID-19 VACCINATION PROGRAMME

We are currently prioritising our workload to deliver the Covid-19 vaccination programme.  Consequently, there may be a longer wait than usual for non-essential services during this time.

If you have a non-urgent query or problem, please consider using the pharmacy, 111 or Minor Injury units for advice where possible and appropriate.

2nd Dose Covid-19 Vaccine

You will receive your invitation for your 2nd Covid-19 vaccination at approximately 10 weeks after your first injection.   Please wait for the booking team to contact you BUT if it is almost 12 weeks since your 1st dose and you have not yet received an invitation, please contact the surgery.  

All patients aged 50+

Patients aged 50+ can now book an appointment for their covid-19 vaccination at Babington Hospital.  If you have not received a text message, please contact the surgery to book.

Click here for more information on how the vaccination will be rolled out Covid-19 Vaccine information page.