Complaints and feedback

We love to hear positive feedback about our practice, and also welcome constructive ideas on how we can improve our service. Please email queens.ave@nhs.net with your feedback.

We are keen to hear about your experience at the surgery.

We send text messages to patients after their appointments. These messages ask you to rate us, and then provide an opportunity to give further feedback.

Sending a rating and providing feedback helps us identify what is working well, and where there are areas for improvement. Feedback through this system is anonymous.

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 Public Service Ombudsman’s NHS Complaint Standards. 

Our complaints leaflet can be found here: Complaints Leaflet

To pursue a complaint please email queensavenue.complaints@dorsetgp.nhs.uk and the Complaints Manager will deal with your concerns appropriately.

The following suggestions help us to respond to your complaint effectively:

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. 

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. 

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. 

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 Public Service Ombudsman helpful: Using AI tools to help your complaint