Practice Information

Information from the Care Quality Commission

Patients with particular needs

Both surgeries are accessible to patients using a wheelchair.

If you have any disability, temporary or permanent, that requires you to be seen downstairs, please make the receptionist aware at the time of booking the appointment, and upon arrival at the surgery.

We have disabled and baby changing facilities in both locations.

We can arrange interpretation and translation services in person or by phone for patients who do not speak English. Please let us know if you need this service when booking an appointment.

Comments and Complaints

Forest End Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns or comments about any aspect of our service, please let us know by writing to our Practice Manager, Mrs Elaine Fisher. In the majority of cases, concerns can be resolved quite easily.

However, if you feel we have not dealt with the issues you have raised as you would wish, you can contact the NHS:

NHS Commissioning Board,
PO Box 16738,
B97 9PT

A Complaints and Patient Advice and Liaison Service (PALS) is also available and may help resolve any problems before they become formal complaints.

To speak to a PALS Officer please ring Freephone 0800 917 6039.

Complaints Procedure

This protocol is to outline the procedure to be followed when complaints are received, and identify those responsible

Key Personnel

  • Responsible Person; Dr Bowerman, deputy Dr Spruell. Responsible for ensuring compliance with the protocol, and responding to any issues arising.
  • Complaints Manager; Dr Bowerman, deputy Dr Spruell. Responsible for responding to and investigating complaints.  Responsible for making annual returns to PCT, and any incidental enquiries.


A complaint may be made in writing, electronically or verbally, and may be made to the practice or to Hampshire Primary Care Trust. When a verbal complaint is made the staff member receiving it should encourage the complainant to put the complaint in writing. Where the complainant would rather not do so, the staff member should make immediate notes of all issues. Where possible the complainant should be invited to discuss the issues immediately, or at a time of their choosing, with the Practice manager or the complaints manager. All conversations will be recorded in writing, but not recorded in the patient' clinical record. No correspondence solely relating to a complaint will be placed in the patient's clinical record.

All complaints shall be given to the complaints manager as soon as possible, and the complaint will be acknowledged in writing within 3 working days. Where a verbal complaint has been received the acknowledgement will include a summary of the issues which have been recorded, and a further invitation to clarify matters in writing. An outline timescale of further correspondence should be included, along with the contact details for the PALS service and the PCT complaints officer.

A final response will be sent as soon as possible, and normally within 2 weeks, unless leave makes proper investigation impractical within this time. The final letter will include:

  • An explanation of how the complaint has been considered.
  • Conclusions reached.
  • Measures, if any, that the practice intends to take.
  • Explanation of the complainants right to take their complaint to the Health Service Commissioner, with relevant contact details.

Where a complaint was initially made to the PCT, and with the patients consent, a copy of the final letter will be sent to the PCT complaints officer.

All correspondence regarding complaints will be kept for a minimum of seven years.

Violent Patients

It is the aim of Forest End Surgery to provide a safe and pleasant environment in which patients and visitors may receive healthcare and staff may carry out their work. A code of conduct is displayed in our surgery outlining how we expect patients to behave when attending or telephoning the surgery. Any person acting in an unacceptable manner will be dealt with in accordance with the code.

Violent behaviour will not be tolerated and will result in police prosecution alongside removal from the practice list.

Training Practice

The practice has been approved for GP student training. Each year one or more fully qualified doctors with experience in hospital medicine may spend time with the practice as part of their preparation to become general practitioners.

They share all aspects of patient care and the partners welcome their contribution to the team. Occasionally medical students, practice nurses in training, and student community nurses may also spend time with the practice.

Your local PCT

The area served by Forest End Surgery is in the south eastern area covered by Hampshire Primary Care Trust. Hampshire Primary Care Trust is responsible for ensuring you get all the services you need. For details of all primary care services look at the NHS Choices website.

The PCT also produces Your Guide to Local Health Services.

Hampshire Primary Care Trust
Omega House
112 Southampton Road

Tel: (023) 8062 7444
Website: Hampshire Primary Care Trust

Our Commissioning Group

For further information regarding our Commissioning Group please visit the below website.