Feedback, Complaints Procedure and Actions Taken

How to Leave Us Feedback

At Charlton Medical Practice we value patient feedback and we use this to enhance and improve the services we offer. We appreciate that at times patients would like to tell us when they feel things could have been done differently and we use this feedback to review our systems and processes. Positive feedback is a huge boost to our staff morale and we use these examples to highlight good practice when training our staff.  Please can we ask that you complete a review through one or more of the links below : 

1) NHS Services - Charlton Medical Centre

2) Google Reviews

3) Friends and Family Test

There is also a suggestion box in Reception

How to Make a Formal Complaint

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

From 1 July 2023 the way members of the public make a complaint about primary care services is changing.  

By primary care services we mean GPs, dentists, opticians or pharmacy services. 

There are two ways you can make a complaint:    

  • You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery. 
  • You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. 

If you want to make a complaint directly to Charlton Medical Centre, you still can – that does not change on the 1 July 2023. 

To pursue a complaint please complete the complaint form below and return to the surgery. Further written information regarding the complaints procedure is available from reception.

Complaints Leaflet

Complaint Form

After 1 July 2023 if you do not wish to direct your complaint to Charlton Medical Centre, you will need to contact NHS Shropshire, Telford and Wrekin instead of NHS England. 

You can do this by contacting NHS Shropshire, Telford and Wrekin Patient Services Team on: 

Telephone:  01952 580407   


Writing to: Halesfield 6, Halesfield, Telford, TF7 4BF

Complaints related to independent third party organisations that use our rooms, such as Acupuncture, Community Gynaecology and Pain Management, should be directed to those organisations in the first instance following their own organisation Complaints procedures.

Suggestions Which We Have Actioned

1) A patient highlighted that the car park lines were very faint and this had the potential to restrict disabled parking access. We arranged for Highways Maintenance to repaint our carpark lines. We have had lovely feedback on the work done - 2022

2) A staff member suggested that we install bicycle racks for patient and staff use. They have adopted the voluntary role of Practice Climate Champion and have successfully started the process of getting the bicycle racks installed - 2022

3) Upgraded to a new telephone system - now have available hold my place in the queue when calling to request an appointment - October 2023

4) Introduced SMS booking links - September 2023

5) Have a patient leaflet station now by the check-in machine - beginning of 2023

6) Removal of tired children's play area in Reception 

7) We have installed new notice boards across the surgery

8) Installed Dementia clocks throughout the surgery

9) Stoma friendly toilets

Positive Feedback We Have Received

Been quite poorly lately and I've had to see Dr Sumner a few times. Cannot fault my care. Such a sympathetic, helpful GP who has been very thorough. - April 2024

 Just wanted to let you know that I had a text message for an annual check up and I was very impressed that by accessing the link provided I could book an appointment without having to phone the surgery. This is a far better service than having to contact the surgery to try and make an appointment. - April 2024

Briliant service, phoned this morning for an appointment and received call back informing all booked. Tried this afternoon and got an appointment at 16:30pm. This has improved hugely, well done all of you!! - March 2024

 Myself and several members of my family transferred to the Charlton Surgery a few months ago after years of nightmare experiences with our Teldoc Practice. What a marvelous place, caring and kind admin staff who bend over backwards for you, and although I personally have only been seen by one of the doctors, other family members have had equally excellent treatment. - March 2024

Since you had all bad press last year I always just feel now that in general people just don't take time to say nice things anymore and just like to moan. I called the surgery yesterday afternoon, after approx an 8 min wait I spoke to a friendly receptionist and was seen by Dr Sumner just over an hour later - AMAZING SERVICE. Dr Sumner was friendly, checked me over as I guess is normal for my appointment but was also just so friendly and caring and I didn't feel rushed. As a family we have been with the surgery over 17 years and we can't ever fault it. Anyway I think you're all brilliant and thank you as always. - March 2024

 I would like to compliment you on your new phone system. This has made contacting you much more efficient and less time consuming. The availability of "on the day" appointments is impressive. Many thanks to all the hardworking team members of your team. - March 2024

Patient rated overall experience with Kam as very good and left the following feedback - ' Thank you for making my smear better. I was worried about procedure, you explained things and made me feel better. Thanks' - March 2024

Absolutely brilliant person Farah is amazing in what she does makes you feel as if a weight has lifted off your shoulders just by talking with her excellent person talks things through and never rushes you, thank you so much - January 2024

 I would like to thank the staff at Charlton for making my first appointment so easy and stress free. I was able to book a appointment 2 weeks ago to speak to a GP and today Dr Blower helped put my mind at ease, listened to my complaints and we put a plan in place. Outstanding service from all staff encountered especially Dr Blower. Thank you so much - January 2024

Hi, What a great service your reception staff provide. The automated queue system so you can hang up, keep your place and be called back is an excellent service which makes life a lot easier to be able to continue working whilst waiting for a call. On getting a call back (very quickly) your lovely reception staff had me sorted within a couple of minutes. Excellent service thank you. - December 2023

One of the best GP surgeries I've had. Yes it isn't always easy to get through but when you do they are amazingly helpful and they deal really well with my specialists, informing me and checking all meds requested, occasionally catching things the specialists miss with medicine interactions. - December 2023

Thank you so so much for informing me - the service has been amazing - I could not sleep last night and this is so helpful - thank you once again. - December 2023

I have been registered with you for approx 9 years and have not had to come in to see a Doctor. I attended the surgery last week, recieved a call early that morning from Dr Singh who then arranged a F2F with him. I was then able to get a blood test with Emma that morning also, I am extremely happy with the service I have received. - November 2023

I would like to pass on my thanks to the receptionist who dealt with my extension of fit note. After our initial telephone call she called me back to update me and check I was ok as I had been quite tearful on the phone. Having just lost my mum even the simplest of tasks seem overwhelming, so her kindness really made a difference. I'm so sorry I didn't catch her name. - November 2023

Farah provided excellent service. I felt very confident talking about my personal life. These sessions have allowed me to become stronger as a person and look after myself also as this has not been happening for a long time. Thank you so much farah, you have changed my life. - November 2023

I appreciate how busy the practice is and you are all doing a wonderful job, each and everyone at Charlton is lovely and does a fantastic job, never let anyone get you down as you are all brilliant - November 2023

A big thank you to Dr O'Toole, as he did some bloods for my partner yesterday, which cam back that evening and therefore prompted him to go to A&E, he awaited the results and contacted my partner and basically my partner is now currently unwell in hospital, but thanks to Dr O'Toole he is in the right place getting the right care. Dr O'Toole fast tracked me during covid as I had a lump on my neck which turned out to be thyroid cancer, and again due to his swiftness and care I am still on that fast track recieving fantastic care. 

I know you guys recieve a lot of negative feedback, so I just wanted to say thank you as obviously receptionist was apart of that process too, and as patients we are truly grateful. I think quite frankly Dr O'Toole needs a cape!!:) - November 2023

Very impressed with new telephone Callback system. I was happy to get a call back and was offered an appointment - November 2023

Karina was very very good at helping patient with appt times he advises he's never had a level of service like that and was very impressed and very happy and would like to give her a big thank you - October 2023

At a time when I found muself completely over whelmed by the death of my husband from Covid and the implications and the impact had on all the family, especially my sons it was good to be able to talk to someone who was so kind, caring and independent and grasped my situation. I am pleased to say I feel stronger, I have made many adjustments to my life over the last 2 1/2 years, in some part thanks to the help and support of Farah and social prescribing. Thank you very much for your help. Kind Regards - October 2023

WHOLE team have been fantastic! I was seen within 48 hours, had an immediate referral and within days had emergency support in place from the referral to SATH - Thank you so much everyone - you are doing a fantastic job in very difficult times and often with very little thanks or recognition! - October 2023

I rang for a Doctors appointment this morning at 08.32. I was asked if I wanted a call back by the automated system. I said yes. 15 minutes later I recieved a call back from the surgery and was given an appointment for 10.20. Absolutely excellent service. The new system worked splendidly. - October 2023

Very pleased with the Hold My Place in the phone Queue at busy times of the day. Also like the new booking links that are sent out by text message. Thanks - October 2023

The recent flu jab clinic held on the 30/9/23 was brilliantly organised. Very efficient, friendly and professional. Well done to all the staff involved. - October 2023

This service is a gem and Farah has given me a positive look in life and I’m happy to know that if  I need anything all I have to do is call. Thank you mean so much more than you know - September 2023

I've been following the recent press reports concerning medical practice performance in the Telford area and the recently announced assessment by Health Watch, whoever they are. I have been a patient at Charlton for some time and I have nothing but praise for the care I have received, most recently from Dr O'Toole. My wife recently moved to your practice as she was so impressed by what she saw. This should be considered praise indeed as she has worked for the NHS for a long time. I will be be contacting Health Watch to give them feedback - September 2023

I know how hard you work so will be disappointed by the recent survey results. Just wanted to let you know that you are appreciated - August 2022

Good afternoon, I’ve just seen the report in the Shropshire star which has annoyed me a little so I just wanted to say my family and I have been registered with you guys for 16 plus years and yes I’ve had the odd issue getting through and waiting but that’s life and the same everywhere you call these days generally. All I wanted to say is the standard of care we have always had has been outstanding. All staff from on the phone, in reception.. doctors and nurses I think you are all blinking fantastic. Best surgery in Telford by far.
Keep up the amazing work you all do and have a lovely weekend - August 2023

I found it was very good and flexible with the appointment. Farah is a very lovely lady and she'd always greet you with a positive nature. She was helpful and understandable and clear. Over all I found Farah and the service she provided very good. Thank you - July 2023

Please thank Dr Sharp. I managed to set up Patient Access after a bit of trial with it and got an appointment. I guess you never want hear it’s a positive diagnosis but to be fair Dr Sharp answered all my questions with empathy and sensitivity. Please pass on my personal thanks to him and for getting my prescription to the pharmacy so promptly - July 2023

Please pass on my thanks to Paulina for how she helped me when I came in for my smear test in May 2023. She made me feel very comfortable - July 2023

This is the best doctors in Telford. I have no problem getting though on the phone at 8am and book a appointment plus I choose what doctor I want to talk to - May 2023

You all do a fantastic job there at Charlton and yesterday especially, the care and attention I received from Dr Singh was World Class. I was complaining about what I thought was a strained calf muscle and ended up being ambulanced to A&E for a DVT where I was equally well looked after. It was all a bit overwhelming. I deserve to be for ever thankful to you all - May 2023

Thank you again for how supportive and helpful you've been with everything, it really is so appreciated. With all best wishes- May 2023

Thanks so much Julie. Fantastic and appreciate your valued efficient help and support. Thank you - May 2023

Very happy with the service that you provide. Everyone I speak to is really nice and you are all really helpful. If I ring up in the morning concerned that my mum may have a chest infection, a GP will visit at lunchtime and ring me at work about the outcome - May 2023

My visits to see Farah have been very helpful with overcoming the loss of my wife. I have been pointed in the right direction for other helpful organisations where I have been able to talk about my loss. I am now at the point in my life where I am involving myself with the community in general which gives me less time to dwell on my bereavement - May 2023



Friends & Family Test Results

MONTH                                RECOMMENDED                        DONT KNOW                          NOT RECOMMENDED

August 2023                         95%                                        3%                                        2%

September 2023                   95%                                        3%                                        2%

October 2023                        95%                                        3%                                        2%