Ruddington,
Nottingham,
NG11 6HD
Closed on Bank Holidays
Non-urgent advice: Enhanced Access & Out of Hours
Outside normal surgery hours (evenings, weekends and bank holidays) emergency cover for the practice is provided by NEMS Community Benefit Services Ltd Out of Hours service. The Out of Hours service provides medical care for patients that do not need Emergency Department Care. It is a service that is led by a range of clinical staff such as GPs, Nurses, Advanced Nurse Practitioners and Emergency Care Practitioners.
This service is for problems which cannot wait until the next available day. You will be required to provide full information about your problem and will be expected if required to attend Platform One Practice (based on Station Street, Nottingham) if necessary. Advice may also be given if attending for a face to face appointment is not deemed to be required.
NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.
In case of a life-threatening emergency, please dial 999.
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
How do I make a complaint?
If you wish to complain please contact the Practice Manager (Carly Stewart) either in person, by phone or in writing:
Tel: 0115 921 1144
Address: The Ruddington Medical Centre, Church Street, Ruddington, NG11 5JW.
Online: Please fill out the form below
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
What Happens Next?
The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe
specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be
informed of a response time. If this cannot be met, the practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you
fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass
your complaint directly to:
Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
Tel: 0115 8839570
Email: nnicb-nn.patientexperience@nhs.net
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS
Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB.
Is there a time limit?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the
problem. Please remember, the quicker you complain, the easier it will be to investigate the facts.
If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.
For more information see their website www.ombudsman.org.uk
Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370. For more information see their website www.pohwer.net
For more information about our complaints procedure please see the complaints patient information below:
Patient Complaint Information
If your problem cannot be resolved at practice level further help is available:
Click Here for information on how to complain to the NHS
Click Here to access help from the NHS Complaints Advocacy
If you are not satisfied with the outcome of your complaint then
Click Here to access the Parliamentary and Health Service Ombudsman