Your Feedback

Every experience counts

At Shropdoc, we are committed to delivering the best in care and are constantly looking at ways to improve the care and services we provide. We would like to know more about your contact with our organisation so that we know how we are doing.

All feedback is taken seriously and is used to either praise staff for the excellent care or service they have provided, or to make improvements where needed. Many improvements within our organisation have started with feedback from a patient, family member or carer. You really can make a difference by telling us about your experience.

If you have encountered one or more our service, please take a moment to answer our patient experience survey, the Shropdoc Friends and Family Test, based upon the feedback tool for people who use NHS services. You will be able to include any additional comments about your encounter at the end of the survey. Moreover, if you wish to discuss any suggestions with a member of our clinical quality team, please do not hesitate to contact us on the number listed below.


Friends and Family Test

The Friends and Family Test is derived from a national NHS initiative that began in 2013, so called because patients were asked if they would recommend a hospital ward or department to friends and family if they needed similar care or treatment. The survey name has remained the same ever since. The principal question posed is:

“Overall, how was your experience of our service?”

You can rank your answer from ‘very good’ to ‘very poor’. You will have the opportunity to explain your score by adding comments, and answering some follow-up questions if you wish. This is important because we can only make changes if we know exactly what is or is not working.

Your responses are anonymous and consequently you will not be identified by your feedback unless you provide specific information within the free text section. Your comments may be displayed on our public facing website and we advise you to read our external privacy policy which can be accessed by clicking on 'privacy' at the bottom of this page.

Please note that the Friends and Family Test does not replace our complaints and concerns procedure (see below).

For further information about the Friends and Family Test, please go to the original source:

Your feedback makes a difference

Every day across all our services, we aim to change things, both large and small as a result of your feedback. Please let us know if you have any feedback and suggestions by contacting our Clinical Quality Team.

Here are some examples of some of the patient feedback and of a how its led to positive changes as a result:

You said

When it says a call back in 2 hours and its been more than 4 hours, just a courtesy call to say you're extremely busy and ask if anything has changed would be appreciated.

We did

Sometimes when there are high call volumes and clinically urgent cases come into Shropdoc, call backs to patients can be delayed. To mitigate this, our Team Leaders review the call queues and if time and resources allow, comfort calls are conducted to provide our patients with an update and check if there's been a change in condition. Furthermore, at such times, we pool resources to increase our triage capacity to facilitate delivering safe and high quality care in a timely fashion. Currently there is a review of data related to demand and capacity to help ensure that sufficient numbers of staff are present at the busiest times.

Thank you for your feedback 


Other examples of patient feedback:

"I was scared. I was listened to and felt understood, she calmed me down."


"Really gentle doctor, listened well, respectful and attentive, felt assured."


"I've always had a good service every time I use Shropdoc. I wish they were my doctors, thank you so much x."


"Very thorough, caring and friendly with very clear communication."


"Got my pain relief fast and spoke to me so that I could understand and reassured me with my concerns."


Other ways to give feedback

If you prefer, you can send your feedback to the Shropdoc Clinical Quality Patient Team by one of the following means;


Post  Clinical Quality Team, Shropdoc, Unit A, 3 Longbow Close, Shrewsbury. SY1 3GZ.

  Telephone  01743 454 900 (between the hours of 09:00 – 17:00 Monday to Friday) choose option 2 and request to speak to a member of the Clinical Quality Team.

Email  [email protected]

A random selection of patients and service users following a face-to-face or phone consultation will receive a text message inviting them to share their experiences with us. Please note that this does not represent the full survey and if you receive such a message, we would be grateful if you could also complete the full survey through the link above. We are very grateful for your time in responding to us.”

> If you wish to raise a concern or make a complaint

Need a different format?

If you require the survey in another format, such as a language other than English or British Sign Language, please contact the team (details given below).

If you wish to fill out the easy read survey, please download and print by clicking the link. Once completed the survey can be sent to the Clinical Quality Team via post or email.

Download our Easy Read Survey and Information

External websites will open in a new browser window

Shropdoc is not responsible for the contents or the reliability of external websites and does not necessarily endorse the views expressed within them. Listing should not be taken as endorsement of any kind. We cannot guarantee that links to other websites will work all of the time, and we have no control over the availability of external web pages.

Our Policy

Service users (and their carers, where appropriate) should have clear information about what can be expected in their care and treatment and be involved in the decisions which affect them, giving them the opportunity for their views and wishes to be heard and taken into account. Our Compliments, Concerns and Complaints policy is based on the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 that came into force on 1 April 2009. This policy provides an integrated approach to complaints management that fully reflects the joint provision of services and is a major component of Practice Governance within Shropdoc.


Under the NHS Constitution, you are entitled to assistance in making a complaint and there are organisations who provide a free and confidential advocacy service. Such a service will give you an opportunity to speak to someone who is independent of the NHS, provide information on how to make a complaint and support you through the process.

Please note that there are two advocacy providers for Shropshire but POhWER is for Telford & Wrekin residents only.

For Wales, The Community Health Council’s independent advocacy service provides free and confidential support. You can find your local Community Health Council by contacting the Board of Community Health Council in Wales (link below).


Healthwatch Shropshire, 4 The Creative Quarter, Shrewsbury Business Park, Shrewsbury, Shropshire, SY2 6LG
01743 237 884 between the hours of 08:45 – 17:00 Monday to Thursday
07813 458 955
[email protected]

Telford & Wrekin

POhWER. PO Box 17943, Birmingham, B9 9PB
0300 456 2370
[email protected]
Text the word ’pohwer’ with your name and number to 81025


The Board of Community Health Councils in Wales, 3rd Floor, 33-35 Cathedral Road, Cardiff, CF11 9HB
02920 235 558
[email protected]

Parliamentary and Health Service Ombudsman (PHSO, England)

If you remain dissatisfied with the way we have managed your complaint despite an investigation and a comprehensive response from us, then you have the right to take your complaint to Parliamentary and Health Service Ombudsman (PHSO). They will not normally investigate your case unless you have already tried to resolve the problem using local resolution.

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
0345 015 4033 (Monday to Thursday from 8.30am to 5.00pm and Friday from 8.30am to 12pm, except bank holidays)
[email protected]

If you use BSL, you can use their SignVideo service.

Public Services Ombudsman for Wales

If you are not happy with the health board’s response, you can contact the Public Services Ombudsman for Wales who has legal powers to look into complaints about public services and independent care providers in Wales. The Ombudsman is independent of all government bodies and provides a free and independent service.

Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
0300 790 0203
[email protected]

If you use BSL, you can use their SignVideo service.

Care Quality Commission

Anyone can share their individual experience and feedback about our services with the Care Quality Commission by phone or email (see below). An online form is also available on their website.

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
03000 616 161 (Monday to Friday, 8.30am to 5.30pm, excluding bank holidays)
Relay UK 180010300616161