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Compliments, Complaints & Zero Tolerance Policy


Did you know you are able to provide feedback to the Surgery in a number of different ways? here to find out! 


zero tolerance


As a Practice we are very aware that visiting your  GP can, at times, be stressful and concerning for patients or their family and friends.

Delays in obtaining appointments and delays in surgery times, due to unforeseen emergency appointments, can also add to these concerns. We always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS.

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect. In line with the rest of the NHS and to ensure this is fully observed we have a Zero Tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

The following are examples and not an exhaustive list of the unacceptable behaviour:


  • Persistent or unrealistic demands that cause stress to staff
  • Refusal to leave the premises when asked to do so by staff
  • Inappropriate personal comments to staff, for example, on their appearance 
  • Excessive noise e.g. loud or intrusive conversation or shouting
  • Threatening or abusive language involving swearing or offensive remarks
  • Derogatory racial, sexual or religious remarks
  • Malicious allegations relating to a member of staff, patient or visitor
  • Offensive sexual gestures or behaviours
  • The use of alcohol or drugs on the premises
  • Bullying or threatening behaviour
  • Physical abuse: spitting, kicking, punching, threat with a weapon


Any patient who verbally abuses a member of practice staff will be sent a letter from the Practice confirming that this behaviour will not be tolerated. Any future violation of this policy may result in removal from the Practice patient list. The Police will be called in all cases of violence.  

The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non observance will not be accepted


NHS Choices


Each GP surgery is provided with a page on the NHS choices website and patients are able to provide positive and constructive reviews with a star rating.

Please click on the links below to leave a review for one of our practice sites:

Bradford on Avon Health Centre - click here

Winsley Health Centre - click here

St Margaret's Surgery, Bradford on Avon - click here

St Damian's Surgery, Melksham - click here




Every GP surgery is required to register with the Care Quality Commission (CQC)

For more information or to provide feedback about the surgery please click here

The Care Quality Commission is responsible for monitoring the standards of hospitals, dentists, care homes and care services. As from April 2013 they will also be responsible for monitoring the standards of GP surgeries.

The practice, along with all other GP surgeries has registered with the Care Quality Commission (CQC).

There are 16 "Essential Standards" which the CQC use to assess the service which relates directly to the provision of care. There are a further 12 standards which relate to the day-to-day running of the service. 

The CQC will routinely monitor the service we provide, carry out inspections and write reports based on their findings.  We are currently awaiting to receive our first inspection and as you would expect, a lot of work is going on behind the scenes in preparation for this.

During their visit CQC will carry out series of checks to ensure that we are meeting the Essential Standards which are relevant to us. While they are here, they will:

  • Talk to patients as service users and ask about their experiences of receiving care.
  • Talk to practice staff to ensure they are properly recruited, trained and are capable of delivering a high level of service or patient care.
  • Check that we have the correct systems, processes & policies in place, and more importantly that these policies are understood by our staff and are applied daily.
  • Observe and comment on any areas needing further improvement or development.

The process is completely transparent and findings are shared with the public.


To find out more about the Care Quality Commission, to provide any feedback or to view any reports, please visit their website

Also, please see the video 'About Care Quality Commission' on YouTube at this link:

Please click here to download a report of a recent CQC inspection which took place at Widbrook Surgery, Trowbridge.

Please click here to download the Bradford on avon & Melksham Health Partnership Intelligent monitoring Report.

If you have any comments about the CQC process, please do not hesitate to contact Michelle Coleman, General Manager.



form-icon To take part in any current patient surveys, please click here.




Every year (in January) a standard questionnaire is sent to patients direct to complete and return (via the post).  This is an independent survey and one which the surgery is not directly involved in - however, the practice is keen to receive the results of the survey.

An example of the survey can be found here, but you have to wait to be sent it before you are able to complete it.  An example  of the covering letter can be found here.

If you receive a questionnaire please fill it in and send it back as soon as you can.

It is really important that we hear your views, even if you have received a questionnaire like this before.  Your response will help the us to improve the services we provide for our patients.

To view the results for this practice click here



The PPG is a group of patients and practice staff who meet at regular intervals to decide ways of making a positive contribution to the services and facilities offered by The Bradford on Avon & Melksham Health Partnership.

For those patients who are unable to attend a Patient Participation Group Meeting, we have set up a virtual patient representation email group so that you can have your say, the 'Patient Voice'.

Please click here to visit the PPG & Patient Voice pages of the website. 



In response to feedback received in the suggestion boxes in the waiting rooms, we felt it may be helpful to share with you some comments that had been received and our response. Please click here to view the document. 

Since December 2014 the suggestion box has now been replaced with the Friends & Family Test.  To take part in this survey click here 



Another way to provide feedback to the Practice is to fill out the online feedback form. Please click here to access the form.

Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters and official complaints cannot be dealt with via this form.



We try our best to provide the best standard of care at all times but we accept that sometimes patients or their relatives may feel a need to complain.

All complaints are taken seriously.

If you would like to discuss your complaint with us, whether it relates to any of the services we provide or the individuals providing them, please telephone either Sarah Smith, st Damian's surgery Team Leader & Practice Complaint Officer (01225 898490) or Bridget Casey Practice Complaint Lead at The Health Centre, Bradford on Avon (01225 866611) who will be more than happy to help you through the process, which can include arranging a meeting to discuss things in person if preferred.

For more information on Sarah and Bridget's role at the surgery, please click here.

sometimes, you may prefer to put your complaint in writing.  This can be done by either writing a letter or completing the complaint form. You can collect a copy of the form from reception or download and print it here:

pdf complaints leaflet          pdfcomplaints form

Completed forms should be returned to Bridget Casey, Complaints Lead, The Health Centre, Station Approach, Bradford on Avon, Wiltshire, BA15 1DQ


If you would benefit from independent assistance when dealing with your complaint, you may wish to gain support from an Advocate.  For more information about this, please click here.


If you have any specific issues to raise with providers we have attached the contact details for the appropriate PALS and Complaints teams at the various providers for your use where necessary.



01793 604031


01225 825656



Salisbury FT PALS

0800 374208


AWP PALS              

01249 468261

NHS 111 (Care UK)

0117 240 1135


01249 454006



Complaints 0330 123 3583


Complaints 01392 261585


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