Concerns and Complaints
Just as much as we love positive feedback we always welcome hearing how we can improve so if you are dissatisfied or have any concerns about our Surgery and the services we provide then please do let us know, you can do this by:
• Completing the digital survey on the tablet at the Surgery
• Completing a patient feedback slip at the Surgery
• Telling one of our staff
• Sending us an email using firstname.lastname@example.org
• Calling our Practice Manager, or requesting a call back (please use our main phoneline and our Patient Services Team will assist you with this)
We do ask that you don't post concerns on social media sites as we can't effectively look into the matter and respond and we need to ensure clinical information is kept safe and confidential.
We will always endeavour to respond to direct communications regarding concerns but this could take a few days due to the availability of staff and reviewing the matter in full. We may even want to discuss as a Clinical Governance meeting to ensure the matter is appropriately dealt with. These meetings are held fortnightly.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong or may be confusing at times, resulting in a patient feeling that they have a genuine cause for a complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the Practice Manager who acts as our Complaints Manager will deal with your concerns appropriately. The best way to do this is in writing by email via
Or you can post a letter address to the Complaints Manager, this is an important detail so that complaints can still be dealt with in the Practice Manager's Absence.
Alternatively you can ask to speak to the Practice Manager either by telephone or face to face but both are dependent upon their availability.
Further written information is available regarding the complaints procedure from reception or in the complaints leaflet shown here. Feedback leaflet
To review our full Complaints Policy click on the link below
If your complaint is about community services or secondary care (hospitals) or you wish to obtain general advice relating to NHS services, contact the Clinical Commissioning Group's patient experience team:
Patient Experience, FREEPOST RTEZ-YHRC-RZKZ, Pamona House, Torquay, TQ2 7FF
Comments and Suggestions.pdf
Complaints Policy and Procedure