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Comments, Concerns and Complaints

Customer service form

We aim to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have any comments, concerns or complaints about our service, we want to hear about it.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager -- but if you would prefer to give your feedback in writing, please send it to the Senior Partner, Dr H Meader at the Old Orchard Surgery, South Street, Wilton, Salisbury, SP2 0JU.  Please see the Practice complaints leaflet.

If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.

Alternatively, you have the right to approach the Wiltshire CCG and raise your complaint directly with them.

It is the practice’s policy not to accept emails from patients regarding clinical matters. We do not believe that is appropriate to discuss more complex matters (such as queries regarding medical symptoms, treatments etc.) over email as we may not be in a position to respond quickly and we do not feel it is clinical best practice.

 Should a patient have a general, non-clinical query, it should be sent to (orchard.clinical@nhs.net). The patient will then receive an automated response from the Practice acknowledging their email and confirming when they can expect a response. If the matter is urgent, the Practice should be contacted directly as we cannot guarantee as emails will be monitored daily.

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