Ratby Medical Centre

14/09/2026

10/09/2026

Don’t forget our event happening today. If you’re available please pop in!

10/09/2026

Don't forget to book in for your flu vaccination!

08/09/2026

💬 HAVE A CONCERN OR COMPLAINT?
We’re here to listen.
To make sure your concern is heard, investigated and dealt with properly, we have a complaint process in place.

Our complaints process

If you want to make a VERBAL complaint

STEP 1 - Speak to Tia – Our Reception Supervisor
Tia is our first point of contact for complaints and will take the details of your concern.

Why start with Tia?
• Tia works closely with the wider practice team; she may already have information that can help us understand what has happened.
• The Practice Manager is not always immediately available and may be dealing with other practice matters.
• Taking your complaint initially allows us to make sure the right information is gathered from the beginning.

🔎 STEP 2 - WE LOOK INTO IT
Tia will make sure the appropriate information is collected from members of the team as part of the investigation. Allowing time for this means we can make sure we have all the relevant facts before responding.

STEP 3 - Tia will discuss complaints with the Practice Manager
All complaints are debriefed with the Practice Manager at an appropriate time, ensuring that they are properly reviewed and followed up. Where appropriate, our Assistant Practice Manager may be involved in resolving or investigating your concern.

Why do we have this process?

This approach helps us to:
• ✅ Listen to your concerns properly
• ✅ Gather all the relevant information
• ✅ Allow time for appropriate investigation
• ✅ Make sure complaints reach the right person
• ✅ Avoid unnecessary delays caused by waiting for the Practice Manager to become available

✅ STEP 4 - RESPONSE & RESOLUTION
We will work to ensure your concern is properly considered and responded to.
⭐ The Practice Manager has overall responsibility for ensuring complaints are appropriately managed and responded to.

However, we have an escalation process to ensure your complaint can be recorded and progressed without unnecessary delay.

All written or emailed complaints are sent directly to the Practice Manager.

Please be assured❤️

Speaking to Tia does not mean your complaint is being dismissed or that the Practice Manager will not be involved.

It is simply the first step in our verbal complaints process and helps us deal with your concern as efficiently and fairly as possible. It ensures your concern reaches the appropriate person, with the relevant information available to properly investigate it.

Why can't I speak to the Practice Manager straight away?

The Practice Manager oversees the day-to-day running of the practice and may sometimes be dealing with time-sensitive operational matters that require her immediate attention.

This means she may not always be able to give your complaint the time and attention it deserves at the moment you contact us.

02/09/2026

UPDATE TO LAST NIGHT'S POST

After further investigation, we have established that the vehicle responsible for knocking down our fence was a black Jaecoo 7 Luxury, not a black Land Rover as previously reported.

If this was your vehicle, please get in touch as soon as possible.

02/09/2026

Welcome to Ratby Pulse, your very own Ratby Medical Centre newsletter. This has been created with the support of our PPG members. If you would like to join our PPG team, please get in touch today! (PPG = patient participation group)

01/09/2026

⚠️ PLEASE GET IN TOUCH

Earlier today, a black Land Rover was involved in an incident at the surgery which resulted in significant damage to our fencing

We have CCTV footage of the incident, car registration and driver, we are asking the driver involved to please get in touch with us directly as soon as possible.

We would much rather resolve this directly and amicably, so if this was you, please contact us before we take the matter any further.

We have retained the relevant CCTV footage and details of the vehicle.

If anyone witnessed the incident or has any information that may help, please contact us privately, you can get in touch with the surgery and ask to speak to our practice manager Sarah Smith.

Thank you 🙏🏼

25/08/2026

We are now booking our flu clinics for the 2026/27 campaign! We will be sending text messages and links out to those eligible, if you have not received a text yet, please await contact from the surgery, if you have not heard from us by mid September, please contact us to book in if you are eligible.