Contacting us for requests, suggestions
and complaints
Contact by phone
During the day ring 0117 966 3587 (the phones go over to the out of hours number from 12:30pm to 2:00pm, although our doors remain open)
Out of hours (after 6:30pm or before 8:30am) ring 0845 121 0209
Contact by fax
We are happy to receive fax communication, e.g. prescription requests. Our fax is checked several times daily, but PLEASE do not use for emergency requests. Our fax number is 0117 963 1422.
Contact by email
Our address is malago.surgery@nhs.net
If you wish to speak to a doctor or nurse
If you wish to speak to a named doctor or nurse a request may be made via reception. A message will be passed to the doctor or nurse concerned and they will try to ring you back within 24 hours of receiving the message. Some of our doctors and nurses work part time so it may take longer on some occasions.
If you need to speak to a doctor or nurse more urgently the receptionist will pass your telephone contact details to the duty doctor who will ring you back, usually within the hour.
For general health advice it may be worth speaking to NHS Direct - they provide useful and high quality medical advice, and can refer you back to ourselves if it is a problem they cannot deal with.
If you wish to make a complaint or a suggestion
We operate a complaints procedure which is based on the national government approved model. The first point of contact is Mr John Gibson, our practice manager, who will log the complaint. In conjuction with one of our doctors the matter is looked into. Sometimes contact by correspondence may be sufficient, but the option exists for a face-to-face meeting if necessary (this is at the discretion of the person making the complaint). If a face-to-face meeting is arranged, you can bring a representative with you, if you wish.
If at the end of this process you are not happy with the outcome, the complaint will then be dealt with by the local health authority.
We are appreciative of any suggestions, and positive feedback is also very much appreciated, and helps us when planning future services.