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

 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

Please can you pass on my thanks to Dr O’Toole, Sister Thiara and Sister Saxon for me. On ***** they were all part of seeing ***** (appreciate they may not remember) and were all lovely and caring and just wanted them to know that they are very much appreciated! - March 2023

'I requested a visit to the social prescriber, Farah. I must say she was of great help to me. She listened to my problem and seemed very interested in what I had to say. She made plans to help me and was thorough in her advice and actions. Since our appointments I have made big steps to address my problems and cannot thank Farah enough. I have also been told to make further contact should I need to - March 2023

I booked a telephone consultation with Dr Sumner on ***** and she was extremely helpful. I felt heard and all my questions were answered. She even asked at the end if I had anything else I wanted to discuss which I was not expecting. She is an asset to the team. Also the receptionist who answered my call was very helpful as I had to book two appointments. I did not catch her name and would like to extend my gratitude to this team member too - February 2023

I just wanted to thank you all, you have all been amazing. I know you get so much negativity so I wanted to give you some positive. Please Also thank the Dr for me - February 2023

I want to pass on my thanks to all the staff here. We have been with you for 38 years and don't think we'll find another surgery as good now we have moved house. Very appreciative of all the help we have received - December 2022

I found the social prescribing with Farah extremely helpful. She's great to talk to and enabled me to identify my difficulties and work with me to find a solution. She's a great listener and helped the real me to find my way out of the muddle I was in emotionally and mentally. Thank you so much Farah. A great addition to the medical practice - December 2022

Patient is very frustrated with the delays etc within the NHS whilst waiting for an operation but says that despite all of this they have nothing but praise for the surgery. In particular, Dr O'Toole, Dr Wood, and the Admin team. They said it is reassuring to have people that are available at a local level for reassurance and help. So thank you for all you do and keep doing it - December 2022

Patient has she said she would like to express her thanks to Dr Ellis and said how wonderful and kind she is after having to speak with her three times in the last week - December 2022

Hi Farah, I just wanted to thank you for the service & all your help regarding my care going forwards. I would wholeheartedly endorse the service & especially you! - December 2022

Verbal Feedback from Patient : I wanted to say what an amazing practice you have here. I have travelled alot around the UK, Cardiff and Edinburgh, and I have never experienced the great service, that I have received here. I have read the negative reviews online and felt I needed to tell you that you are amazing - December 2022

Dear Dr O'Toole. I would like to send a huge thank you following our recent phone and face to face appointment. As a patient I just wanted to be listened to and heard to ensure my health didn't deteriorate, which is exactly what you did for me. You went above and beyond which I cannot thank enough. I wanted to send an email to show my feedback as we often hear complaints regarding NHS services at the moment but very rarely hear positive compliments - November 2022

Both my husband and myself have had very good service from the practice in what has been trying times - November 2022

Farah has been exceedingly helpful and put us in touch with the appropriate agency who answered all our questions. Thank you to whoever set up this programme, in our minds it is a complete success. Many thanks - November 2022

I have had four face-2-face meetings with Farah Siddiqui and found her help and understanding of my present health problems very good for me. Thanks for everything, I really appreciate everything you are doing for me. Thanks again - October 2022

My wife and i rang the surgery today to chase a prescription that had not been approved and which we need before we go away on holiday this Saturday. We spoke to a young lady in prescriptions named Natalie who sorted our problem for us such that we have been able to get the medication today. Natalie's attitude and professionalism was brilliant and we thought it important that we gave praise for such excellent service. Well done and thank you Natalie - October 2022

Approximately 12 months ago I woke up with *************. I called the surgery as soon as I was able and arranged a telephone appointment. That led to providing photos and then to a face to face appointment with a GP. From there I was referred for and had ******* which led to being referred to a specialist consultant. This all happened in the space of approximately 4 to 6 weeks. I had the operation to ************** 3 weeks ago which has been successful. This could not have happened without the excellent service I received from the GP and practice. Everything has moved along so quickly and efficiently and I want to thank all those involved at the surgery for dealing with this. I think we are really lucky to have such an excellent surgery and excellent staff and what this has shown is how a GP surgery can work quickly and effectively within the NHS. Thank you so much for what you have done. It is really appreciated. - October 2022

The staff are so friendly and polite. Must say about the receptionist as she was so polite, helpful and friendly and sorted my needs without any hesitation. So satisfied with the service I have got today. Highly recommended. - September 2022

"I would like to pass my appreciation for those involved in my recent hospitalisation. Dr Singh was responsible for initially calling an Ambulance, following the concerns raised by Angie during the routine tests. Then, the Ambulance staff were very helpful and supportive. Once in A&E, I was impressed by all the staff, during the different locations during that 2 day period, and the issue is now stabilised. Not ever having been in hospital in my life, I saw just how poorly some fellow patients were, in comparison to myself, whilst staff were excellent in meeting every patient’s needs. - September 2022

Patient advised Receptionist that Nurse Kam is a credit to the surgery and advised she is a wonderful person, as she was so scared about her appointment and Kam did a excellent job.- September 2022

This is a message for Angela who saw my Dad on Thursday afternoon.
Thank you for getting things sorted with the doctor and district nurses.
She came out today and changed his dressings instead of Monday, so I'm not sure when she will appear again. But thank you for all your help and support , it really means a lot. - September 2022

I wanted to write as we have recently had to change doctors due to moving house. I have personally only ever been with Charlton Medical & was very sad to have to leave. In particular I would really like you to pass on my thanks to Sister Paulina Saxon & Dr O’Toole as they have both been particularly amazing with my young daughter. Paulina in particular has always listened to my mother’s instinct & assisted when I knew something wasn’t quite right. For that I am so grateful & will miss her dearly. Thanks you again for the many years. All the best to each & everyone of you. - August 2022

Many thanks for arranging for me to see the Doctor, as normal, very quick & polite service. Please pass on my thanks to the Doctor. - August 2022

Recently joined practice. Have been very impressed with them. They’re clearly very busy but got an appointment quickly for me when I was experiencing mental health problems. Found receptionists helpful and they will apologise for keeping you waiting. Have had telephone consultations with GP and these have been good and explained my options and I felt listened to. Fit notes have been arranged very quickly when needed. - July 2022

Brilliant service received from practice yesterday from phone call to speaking to doctor and seeing the nurse - July 2022

I have had problems for a while, but have had the same doctor all the way through, and the doctor has arranged all sorts of care to resolve the issue. I haven't had an issue getting an appointment when needed. The nurses at the surgery are great too and do a fantastic job. - May 2022

"I spoke directly to a young lady within the practice after i had chosen the prescription option from the telephone menu who contacted the pharmacy to discuss and then rang me back to say an emergency prescription would be issued for collection." "On the day i forgot to take the name of the young lady at the practice who helped us, but rang and personally asked reception to pass on our thanks. The service we received from this young lady was exceptional. She took the time to understand the problem then acted very professionally and helped resolve our problem very effectively. My wife and i believe it is very important to give praise for good service and this was exceptional. Well done and a very big thank you to that young lady." - May 2022

"I am so so grateful to be able to show you how quickly things are done. I called at end of march for Dr appointment and they asked for a pic of xxxx which I did. Within an hour I was called by Dr Sumner who asked me to pop in that morning when she said what she thought but took pics ready for the drs meeting last Monday. I then got a returned call (exactly when she said I would) saying she'd now refer me for it to be seen at hospital suspecting xxxx. By Friday appointments called offering me an appointment at RSH this morning!! I know I still now need xxxx removing but I wanted the practise to know that I thank them all for such a swift action and the systems in place that have enabled this response. Many thanks."  April 2022

“Thank you so much for your assistance today. It is greatly appreciated.

I have spoken with my mother several times during today and she's pleased with today's action.  Again" Thank you" and we really appreciate the service you all provide“  February 2022

“I want to thank you all for brilliant service. My call this morning with Dr Wood was really helpful and reassuring, and it was great to be able to get an appointment so quickly.   

Your doctors and nurses have always been professional, helpful and really lovely. In December you were supportive when I needed an emergency supply of my epilepsy medication and I meant to message then to thank you! It’s been a tough time for quite a while now, so thank you for continuing to provide such a great service - it must be really challenging!  Wishing you all the very best - hopefully there are better times ahead.”   February 2022

“When we hear so much negativity about GP practices,   Thank you to all the team at Charlton  for the quick response to my query and for arranging my urgent referral to the Ophthalmology  dept at SATH.”                                             February 2022

"You all do amazing the service at Charlton is brilliant I’m so glad I am with you"   February 2022

I don’t really understand all the bad reviews. I have recently moved to the area, and they have all been fantastic so far. Reception are so friendly and helpful, and the doctor lady that spoke to me on the phone was also amazing and caring. Yes, it takes a bit of patience to get hold of them on the phone for appointments, but so is everywhere else because of demand. I have been registered to few GPs in the past, and they are honestly the best ones I have had so far.    As always... Well Done All!! xx    February 2022

"Saw Nurse Kam this morning ," she was very helpful in his appointment and sends his thanks to all at the surgery.".   February 2022

"Been with this practice 10 years, having to leave as moving from area they have been amazing with my lupus etc, seen Dr as required. Thank you so much to all the staff, I'm sad to be leaving such a good surgery."  January  2022


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%