Suggestions, Comments and Complaints

We welcome all comments on the services provided by Pembroke Surgery.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it such feedback to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams. You may write to us or contact us by phone or complete the feedback form on the website.

We accept however that there may be times when our service does not meet your expectations. If this is the case and you wish to make a complaint, you can in the first instance ask to speak to a member of the Senior Management Team who will try to address your concerns. If you wish to make a formal complaint, you must do so in writing, addressing your letter to the Practice Manager. The Practice operates a formal complaints procedure, a copy of which is displayed in the waiting room.

Our details can be found on our Contact Us page.

Complaints and queries should be addressed directly with the practice first and PALs can be involved if you remain unsatisfied after going through the in-house surgery complaints system. You can contact PALS on:

PALS can provide assistance and information regarding NHS services.