patient feedback is an important part of improving the service we offer to you
Your feedback is important to us

Patient feedback is an important part of continuously improving the services that we are able to offer to you. We are interested to hear about your experiences at the practice and there are several different ways you can do this. Please see below for more details.

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.

Comments and Suggestions

Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters, requests for information and official complaints (which must follow the NHS Complaints Procedure) cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

Patient participation group (PPG)

As the two practices merge on 1st August 2020, so do our respective patient groups.

 A Patient Participation Group (PPG) is a group of patients registered with the surgery who have no medical training but have an interest in the services provided.

The aim of the PPG is to represent patients' views and cross barriers, embracing diversity and to work in partnership with the surgery to improve common understanding.

Key Roles of the PPG

The key roles of the group are to bring together patients, doctors, practice staff and local commissioners to:

• Promote the well-being of patients and support the practice to provide a high quality of care and service delivery

• Provide a locality support process for commissioners so that local needs can be identified

• The PPG will enable the Practice to communicate and build positive relationships with its patient population

PALS – Patient Advice and Liaison Service

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

What is PALS?

PALS is a free, informal, confidential help and advice service for patients, carers and their families. It is there to help you when you need advice, have concerns or don’t know where to turn.

What do PALS do?

PALS can help with queries about GPs, dentists, opticians, pharmacies, as well as services offered by local hospitals and all other NHS community services.

• Help you get the information you need about the NHS

• Listen and respond to your concerns, suggestions or queries

• Sort out problems quickly on your behalf in an informal and friendly manner

• Use your feedback to help improve the services that we deliver

• Please contact us via any of the methods below and we will be happy to help.

How can I contact PALS?

You can contact the PALS team using the following details:

Tel: 0800 030 4563 (Freephone)
Email: for confidential/sensitive information mlcsu.patientservices@nhs.net

Freepost Address: Freepost Plus
Patient Services on behalf of Herefordshire CCG
Midlands and Lancashire Commissioning Support Unit, Springfield Health and Wellbeing Centre, Lovett Court
Rugeley, Staffordshire, WS15 2FH

PALS is open Monday – Friday 9am – 4pm (excluding bank holidays).

Healthwatch herefordshire

The voluntary and community sector (VCS) play an extremely important role in improving the lives and wellbeing of the Herefordshire population and this has been shown by the exceptional collaborative working during the pandemic.

As the county moves forwards a new landscape for health and care services is emerging, known as the Integrated Care System (ICS) which focusses on partnerships at a place (Herefordshire) level.

The Community Partnership launched on 8th September 2021 and its aims are to create a vibrant forum for the public, formal health and care services, and voluntary and community sector organisations to work in partnership to ensure that services are delivered in the best way possible.

healthwatch Herefordshire
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