If you have a complaint or concern about the service you have received from the doctors, or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system that meets national criteria for dealing with complaints.
We hope most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or, at most, a few weeks - this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
Within 6 months of the incident that caused the problem; Or within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the Practice Manager, Sandra Cole or call 01392 439868. Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns. She will explain the complaints procedure to you and make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We will acknowledge your complaint within two working days and aim to investigate it within ten working days from the date you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint we shall aim to:
• Find out what happened and why
• Make it possible for you to discuss the problem with those concerned, if you would like to do this
• Make sure you receive a full explanation and apology if appropriate
• Identify what we can do to make sure the problem does not happen again if appropriate
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A written note signed by the person concerned will be needed (unless they are incapable because of illness of providing this).
Complaints will, in the first instance, be dealt with by the Practice Manager.
If the complaint is made verbally, the complainant will be asked to put the complaint in writing to ensure that an accurate version of events is presented to the GP or member of the staff involved.
Once the initial contact has been made, whether verbally or in writing, the nature of the complaint will be recorded in the complaints log.
The complaint will be acknowledged in writing immediately and it will be explained to the complainant that they can expect a response within 14 days. A copy of the practice complaints procedure will be sent to the complainant.
The matter will be discussed with the senior partner (or deputy) and a full internal investigation will take place with the GP or member of staff involved.
The results of the investigation will be put in writing and sent to the complainant and the complaint log will be updated.
If the complainant is not satisfied with the results of the internal investigation they will be invited to attend the surgery, with a friend if he/she wants, to discuss the complaint and the findings of the internal investigation.
Written confirmation of the outcome of the meeting will be sent to the complainant and the complaint log will be updated.
If the complaint remains unresolved the complainant will be informed of his/her right to pursue the complaint with NHS Northern Eastern and Western Devon Clinical Commissioning Group .
Where necessary the practice will consider any internal action required to ensure a similar incident does not occur in the future
We hope that, if you have a problem you will use the practice complaints procedure. We believe this will give both parties the best chance of putting right whatever has gone wrong and an opportunity to improve practice procedures. This does not affect your right to approach the local Clinical Commissioning Group if you feel you cannot raise your complaint with us and want advice on how to take your complaint forward.
Each Clinical Commissioning Group also facilitates an independent conciliation service to help resolve NHS complaints where these concern a GP.
The address is:
NHS Northern Eastern and Western Devon Clinical Commissioning Group
Old Rydon Lane
Tel 01392 205205 or 0845 140 5005
If you are not satisfied with the outcome of your complaint, you have the right to ask the Parliamentary Commissioner for Health (the Ombudsman) to review your case.
Contact details as follows:
Parliamentary and Health Service Ombudsman
Their office has a Helpline on 0345 015 4033
They can give advice on the best way to take your complaint further if this is your wish.
NHS England Customer Care Centre
The NHS England Customer Care Centre is available for patients to use if they have any complaint query or concern about GP services.
The Customer Care Centre provides patients with a helpful contact point and support when they have issues.
Telephone: 0300 311 22 33
General Post (including complaints): NHS England, PO Box 16738, Redditch, B97 9PT
The following may also be able to help you:
Independent Complaints Advocacy Service
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