Bampton Surgery
  
Barnhay, Bampton, Devon. EX16 9NB
Telephone 01398 331304
Fax 01398 332309

Compliments and Complaints

We 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

We 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.

You should address your complaint either verbally or in writing to:

The Practice Manager
Bampton Surgery
Barnhay
Bampton
Tiverton
Devon
EX16 9NB

Tel: 01398 331304

The Practice Manager will make sure that your concerns are dealt with promptly and in the correct way.

We 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 is appropriate

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.

Complaints' Procedure

We 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 investigations.

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):

Patient Advice and Complaints Team
FREEPOST EX184
County Hall
Topsham Road
Exeter
EX2 4QL

Tel: 0300 123 1672
Text us for a call back: 07789 741099
Email: pals.devon@nhs.net or complaints.devon@nhs.net

If you have tried to resolve your complaint at local level and this has failed, you can register an official complaint to NHS England:

NHS England
PO Box 16738
Redditch
B97 9PT

Tel: 0300 311 22 33
Email: england.contactus@nhs.net
(with 'For the attention of the complaints manager' in the subject line)
Website: www.england.nhs.uk

If 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.

Taking Your Complaint Further

If you remain dissatisfied with our response to your complaint, you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
phso.enquiries@ombudsman.org.uk
www.ombudsman.org.uk

Help us get it right

We constantly try to improve the service we offer.

Please 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

 

Barnhay, Bampton, Devon. EX16 9NB Telephone 01398 331304
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