Compliments and Complaints
always try to give the best service possible, but there may be times when you
feel this has not happened. This procedure explains what to do if you have a complaint
or concern about the service you have received from a doctor or any of the staff
at the surgery.
How To Complain
hope that most problems can be sorted out easily and quickly, 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. This will enable us to establish what happened more easily. Your
complaint should be submitted within 12 months of the incident that caused the
problem or within 12 months of discovering that there is a problem.
should address your complaint either verbally or in writing to:
Tel: 01398 331304
The Practice Manager will make
sure that your concerns are dealt with promptly and in the correct way.
need to have details of your complaint in order that we can:
- Find out
what happened and what went wrong.
- Identify what we can do to ensure the
problem doesn't happen again
- Make sure you receive an apology, if this
Please note that we have to respect our duty of confidentiality
to patients and if you are complaining on behalf of someone else, you must have
their permission to do so.
shall acknowledge your complaint within 3 working days and aim to have this fully
investigated within 10 working days of the date of receipt. If we expect it to
take longer, we will explain the reason for the delay and tell you when we expect
to finish. You will receive a final letter setting out the result of any Practice
We hope that if you have a problem you will give us an
opportunity to investigate your complaint by using our complaints' procedure.
If however you feel the matter cannot be dealt with by the Practice, you may wish
to complain directly to the Patient Advice and Complaints Team for Northern Eastern
and Western Devon Clinical Commissioning Group (NEW Devon CCG):
Advice and Complaints Team
Tel: 0300 123 1672
Text us for a call back: 07789 741099
email@example.com or firstname.lastname@example.org
you have tried to resolve your complaint at local level and this has failed, you
can register an official complaint to NHS England:
Tel: 0300 311 22 33
'For the attention of the complaints manager' in the subject line)
a complaint is received, NHS England will try to resolve it at local level by
the person who originally dealt with the correspondence. If the issue is not resolved
at this level, it is usually escalated to a line manager or team leader. If the
correspondence between both parties continues and the complaint has not been resolved,
then it will be referred to the complaints manager.
Your Complaint Further
If you remain dissatisfied with our response
to your complaint, you may refer the matter to:
and Health Service Ombudsman
0345 015 4033
us get it right
We constantly try to improve the service we offer.
let us know when you think we have done something well or if you have any suggestions
as to how we can do better.
Drs P J Backhouse & N J P Sherwin