Peverell Park Surgery & University Medical Centre
Peverell Park Surgery | 01752 766644
University Medical Centre | 01752 222341
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Complaints
You and Your General Practice
At our practice, we are committed to providing you with safe, timely, and accessible care. The new “You and Your GP” charter sets out what you can expect from us when using GP services, including how to get in touch, how we respond to your requests, and the standards we work to. It also explains what we ask from you, our patients, so we can continue to provide high-quality care for everyone. By working together under this charter, we can make sure you get the right support, in the right way, at the right time. You and Your General Practice
To make a complaint directly to the practice
We do not take verbal complaints and ask that all complaints are in writing to ensure that we record your concerns correctly in your own words.
We aim to settle complaints as quickly as possible. We will acknowledge receipt within 3 working days and aim to have investigated the matter within 28 working days. However, if additional time is needed, we will contact you. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined, and a final response sent to you. Where your complaint involves more than one organisation (e.g., social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with. The final response letter will include details of the result of your complaint and your right to escalate the matter further if you remain dissatisfied with the response.
>> To make a complaint direct to the practice please email d-icb.peverell-complaints@nhs.net with full details
>> Or submit a written letter to Teresa Nation Managing Partner c/o Peverell Park Surgery, The Stables, Pounds House, Outland Road, Peverell, PL2 3PX
To make a complaint about primary care services
From 1 July 2023 patients who wish to make a complaint about primary care services in Devon should contact the local integrated care board (ICB), NHS Devon, for advice and signposting.
This includes GPs, dentists, opticians, and community pharmacy services.
In all cases NHS Devon will recommend a complainant raises their concerns or complaint directly with the healthcare provider: this is the organisation where the patient received the NHS service, for example a GP surgery or dental surgery.
NHS Devon will support patients and their representatives with any concerns or complaints regarding primary care services in Devon, however, unless directly concerning the commissioning of the service will recommend any complaints are handled with the provider directly.
Telephone: 0300 123 1672
Email: d-icb.patientexperience@nhs.net
Post: Patient Advice and Complaints team, Pomona House, Edginswell Business Park, Oak View Close Torquay TQ2 7FF
Contact information can also be found on the One Devon website: www.onedevon.org.uk/contact-us/patient-advice-and-complaints/
Patient Advice and Liaison Service
You may also approach PALS for help or advice; The Patient Advice and Liaison Service (PALS) provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide. They guide you through the different services available from the NHS.
Patient Advice and Liaison Service (PALS) Complaints team at:
Email: plh-tr.PALS@nhs.net
Telephone: 01752 439884 or 01752 432564
NHS England
You can contact NHS England who will investigate your complaint and liaise with the Practice:
NHS England, PO Box 16738, Redditch, B97 9PT. Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) or england.contactus@nhs.net
Provide as much information as possible to allow NHS England to investigate your complaint. Include some or all of the following:
- Your name and a valid email or home address for reply.
- A clear description of your complaint.
- Copies of earlier associated correspondence between yourself and NHS England, and
- Any valid correspondence case reference numbers.
NHS England aim to respond to all complaints within 20 working days. If they are unable to reply within this time, they will let you know and provide a realistic estimate of when you can expect a reply.
Parliamentary and Health Service Ombudsman
Alternatively, if you are not happy with how NHS England has dealt with your complaint, and you would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
The PHSO would normally expect any request to be lodged within 12 months, however you are encouraged to make the approach as soon as possible after the completion of local resolution.
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk/make-a-complaint
Healthwatch Plymouth
The independent consumer champion for people using local health and social care services in Plymouth.
Healthwatch Plymouth
Jan Cutting Healthy Living Centre
Scott Business Park
Beacon Park Road
Plymouth PL2 2PQ
Email:info@healthwatchplymouth.co.uk
Telephone: 0800 520 0640
Website: www.healthwatchplymouth.co.uk
