Feedback, Compliments & Complaints

There are three main ways to feedback about your experience of our GP Surgery and the service we provide.

Friends and Family Test

The NHS Friends and Family Test (FFT) was created to help understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment.

We use the information captured via the Friends and Family Test to improve our service. It is anonymous, so if you would like to discuss your experience, it is better to contact us through our general feedback form.

Patient Testimonials

It’s important for any new patients to the practice to hear what other patients say about our services.

Here’s what they have to say:

Received Friday 27th February

I just wanted to write to say thank you for the outstanding care I received today.

  • 10:07 I called to make an appointment for a new inhaler. The receptionist checked I didn’t have one on repeat, gave me a choice of 3 appointments over today and tomorrow.
  • 10:09 I called back as I forgot where I was going, friendly and professional confirmation of Jane at Burney St.
  • 10:30 appointment with Jane. On time, great review of my asthma including the latest advice. She also checked my daughter was up to date with her immunisations and gave her a sticker.
  • 13:00 picked up prescription from my local pharmacy.

No paperwork or fuss, just friendly knowledgeable care exactly when and where I needed it. I wanted to share this great experience. Thank you.

Feedback and Compliments

We are continually looking to turn your feedback into real improvements in our services. We use it to focus on what matters most to our patients, their carers and their families.

If you want to share your experience or have a suggestion on how we can do things better to improve our patients’ experiences, please complete the below form. We’d also like to hear from you if you are pleased with the service you’ve received. We’ll let the staff involved know and share the good practice across our teams.

We aim to provide a good service at all times, but if you have any concerns or complaints then please address these to the Deputy Practice Manager, Gemma Hepburn-Morris. By telephone on 0208 858 0631,  online (form below), or in writing to:

Burney Street Practice
48 Burney Street
SE10 8EX

Our complaints procedure is set out in more detail in our complaints leaflet.

Please fill out the Online Comments and Complaints Form here:

Comments & Complaints Form

MM slash DD slash YYYY
Max. file size: 50 MB.

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the following details:

NHS England
PO Box 16738
B97 9PT

Tel: 0300 311 2233

Email: [email protected]

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website ( contains detailed information on raising a complaint about any aspect of the NHS in England.