Comments, Suggestions & 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:

• Telling one of our staff
• Sending us an email using admin@nhs.net
• Requesting a call back from our Operations Manager (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. We may even want to discuss at a Clinical Governance meeting to ensure the matter is appropriately dealt with. These meetings are usually held fortnightly and if actions are required to review the matter fully it can take several weeks before a detailed response can be given.

Formal Complaints

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 frustrating or 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 Operations Manager who acts as our Complaints Manager and will deal with your concerns appropriately. The best way to do this is in writing by email via cricketfield.admin@nhs.net – marked for the attention of the Operations Manager. We can accept formal complaints verbally but it is often better in writing to ensure we get the full details and when sharing at Clinical Governance meetings nothing is missed.

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 Operations Manager’s absence).

Cricketfield Surgery, Cricketfield Road, Newton Abbot, Devon, TQ12 2AS

Alternatively, you can ask to speak to the Operations Manager either by telephone or face to face but both are dependent upon their availability.

Please be aware of the timescales it takes to fully respond to a complaint:

• A verbal complaint will be determined as acceptance acknowledged at the time of complaint
• Written complaints will be acknowledged in writing within 3 standard working days of receipt.
• The Practice Standard is 3 weeks to then resolve a complaint however we aim to have all fully resolved within 6 months, unless there are exceptional circumstances.

Further written information is available regarding the complaints procedure from reception or in the complaints leaflet shown below.

To review our full Complaints Policy click on the link below.

Comments and Suggestions

Complaints Policy and Procedure

Complaints Leaflet

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