Capturing and using feedback

We are proactive in capturing and acting on feedback from all stakeholders. Feedback routes include:

  • Independent Patient Surveys (CFEP) gathering both qualitative and quantitative feedback conducted monthly and quarterly
  • Continuous collection of feedback forms from Health Professionals
  • Comments on social media via our Twitter feed and HUC Facebook page
  • Our website
  • Service user feedback from primary care bases
  • Online sources such as NHS choices and from Healthwatch
  • Staff surveys
  • Comments cards with links to website feedback pages

We encourage informal feedback, e.g. our management team are visible and actively engage with Health and Clinical Advisors to get their views on service delivery and ideas for improvement. Our Clinical Leads also receive feedback from our GPs and Nurse Practitioners both informally and formally during evening Clinician meetings.

We employ a Patient Experience team and Patient Champion who oversee the formal complaints process as well as our patient feedback processes and incidents.

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.

The NHS Friends and Family Test is a simple set of question that patients across the country are asked about the care they have received.

Patients are asked:

How likely are you to recommend our service to friends and family if they needed similar care or treatment?

Patients can choose from a number of responses ranging from ‘extremely likely’ to ‘extremely unlikely’.

The test aims to encourage patient feedback, show patients that their views and experiences matter to the NHS, and improve patient experience. The test is asked of all patients across HUC services.

The results are also published on the NHS Choices and NHS England websites.

Please complete our friends and family questionnaire below. Your feedback is important as it helps us improve our services and share good practice. Your responses are anonymous.

The NHS Friends and Family Test

We adhere to the Duty of Candour by pro-actively contacting patients who have provided feedback or made a complaint, making them aware that we are conducting further investigations into their experience.

If you would like to give us more detailed feedback about your experience or raise a complaint, please use the form below.

General Enquiries

Required so we can get in touch with you
We will get back to you regarding your message.

Innovation in capturing feedback

We evaluate negative feedback as if it were a complaint. We channel feedback into staff audit processes, and into service changes, which we then report back to patients as ‘You Said – We Did’. Our independent patient survey reports are shared with our Patient Champions who hold us to account for taking action.

Learn more

If you would like to provide feedback about your patient experience via telephone, please contact the Patient Experience team on 0808 260 9934

We welcome feedback from GPs and staff to help us to learn and continually improve our services.

Please click here to download this form to record any feedback you wish to provide us.


Please return your completed form by email to or by post to:

Quality and Patient Experience Manager
The Old Ambulance Station
Ascots Lane
Welwyn Garden City

You can also hand your completed form to a Herts Urgent Care receptionist or the Shift Manager. If you need to speak to us, please ring 08445 606 606.