How to Raise Concerns with Your Practice Manager

At times, patients may have concerns about the services provided by their GP practice. Whether it’s about appointment availability, communication issues, or another aspect of care, it’s important for patients to feel confident in addressing these matters. One of the best ways to raise a concern is by contacting the practice manager.

To make this process easier, we’ve created a template letter that patients can use. This resource helps you clearly outline your concerns, reference relevant NHS guidance, and request appropriate action.

Important guidelines from the Notts ICB website to remind people of their rights when accessing GP services:

  • No Callbacks for Appointments: "If you contact your practice, you should no longer be asked to call back another day to book an appointment."
  • Same-Day Assessment for Urgent Needs: For clinically urgent issues, you should be assessed on the same day—either by telephone or face-to-face. If you contact your practice in the afternoon, urgent needs should be assessed the next day, when clinically appropriate.
  • Non-Urgent Appointments: These should be scheduled within two weeks.
  • Signposting to Other Services: Where appropriate, you may be directed to self-care options or other local services, such as community pharmacies or self-referral services.

If you feel that these guidelines are not being followed, you have the right to raise your concerns directly with your surgery manager or escalate the matter to the Integrated Care Board (ICB).

How to Raise Your Concern

  1. Be Specific: Clearly describe the issue you’ve experienced.
  2. Reference Guidance: Mention NHS or Notts ICB guidance relevant to your concern. This shows you’re informed and helps the practice understand your perspective.
  3. Stay Professional: Use respectful language and focus on the issue, not individuals.

Download Our Template Letter

To help patients articulate their concerns effectively, we’ve created a template letter. This template includes space for you to:

  • Personalise the letter with details of your experience.
  • Quote relevant NHS or Notts ICB guidance to support your concern.
  • Specify the resolution or actions you’re seeking.

Working Together for Better Care

Open communication between patients and GP practices is vital for improving healthcare. By following the steps above and using the template letter, you can raise your concerns constructively and help bring about positive changes in your practice.

If you have further questions or need assistance, please don’t hesitate to reach out. Together, we can ensure that everyone receives the care they deserve.

Downloads

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Template Letter