Feedback, Complaints and Praise
Patient Participation Groups
Share your voice with our newly formed virtual Patient Participation Groups (PPG).
Our PPGs are an opportunity for our local communities to share their experiences, ideas, and insights, driving our commitment and vision to high-quality care.
These quarterly gatherings offer a platform for patients, families and carers to collaborate on improving the following services for better outcomes:
- NHS 111
- Out of Hours
- Cheshunt Minor Injuries Unit
- Luton Town Centre Surgery
- Luton Urgent Care Centre
- St Albans Integrated Urgent Care Hub
- Clock Tower Surgery
- Access Dental
Our next PPG meeting will be held online in May, with the date to be confirmed.
How to give feedback
We are committed to proactively giving patients, healthcare professionals and other stakeholders the opportunity to tell us about their experiences and what we could do better.
We do this by:
- Gathering both qualitative and quantitative feedback through independent providers on a monthly and quarterly basis
- Asking our healthcare professionals in the communities we serve to tell us what they think we can improve
- Taking messages and comments on social media via our Twitter and Facebook pages seriously (please note, we cannot comment on individual cases on social media due to confidentiality requirements)
- Giving patients the opportunity to send us feedback via this website and our NHS Friends and Family Test
- Asking for patient feedback directly at our treatment centres and primary care centres
- Actively asking for feedback via online sources such as the NHS website and via Healthwatch
- Actively asking our colleagues for feedback within our staff surveys
- Providing comments cards in our services with links to this page
How to make a complaint
Our Patient Experience team oversee the formal complaints as well as our patient feedback processes.
Any complaint received by the Patient Experience team will be acknowledged within three working days. A final response will be released within 25 working days of the receipt of the complaint.
