Comments, Complaints & Suggestions
We value your feedback and use comments, suggestions, compliments and complaints to try and improve our services. We hope you will never have cause for serious complaint, but if you do we have a complaints procedure aimed at sorting out problems quickly and informally. Please ask for a leaflet.
If you want to make a formal complaint, please contact Susan Beadle, our Practice Manager. You will be asked to put your complaint in writing and your letter will be acknowledged within 3 days. Your complaint will not be recorded in your medical notes. If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you should contact:
Health Watch on 0800 0381 281 who can provide local information and a signposting service.
SEAP (Support Empower Advocate Promote) who provide independent advice and support with regard to NHS complaints. You can find them at 17 Dean St, Liskeard, PL14 4AB,
Tel 0300 343 5706.
For more complex issues for resolution please contact
NHS England on 0300 311 2233
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.