Contact the practice

Cricketfield Surgery

Cricketfield Road
Newton Abbot
TQ12 2AS

Telephone: 01626 208020

Out of Hours: 111

Opening Times

Monday	8:00am to 1:00pm and 2:00pm to 6:00pm
Tuesday	8:00am to 1:00pm and 2:00pm to 6:00pm
Wednesday	8:00am to 1:00pm and 2:00pm to 6:00pm
Thursday	8:00am to 1:00pm and 2:00pm to 6:00pm
Friday	8:00am to 1:00pm and 2:00pm to 6:00pm
Saturday	Closed
Sunday	Closed

If you need help when we are closed

When surgery is closed the NHS 111 service can help with any urgent medical needs or medical advice. They can be contacted by dialing 111. In a life-threatening emergency situation contact the emergency services by dialing 999.

For emergencies during surgery hours please ring 999.

If you think you are/or someone you know is having a severe mental health crisis, please call 111.

Physical accessibility

We have several ground floor rooms that are fully accessible. We also have automatic front doors and an accessible toilet on the ground floor.

If you have a physical disability, struggle with your mobility in any way or experience challenges with your breathing when walking up stairs then please ensure you let our patient services team know when booking/requesting an appointment. We will arrange for your appointment to be downstairs.

Other accessibility needs

If you require any help accessing our services for any reason, then please let us know and we will do our best to assist you.

How to make a complaint

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 cricketfield.admin@nhs.net
Requesting a call back from our Practice 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