Feedback and Complaints

Feedback

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams.

You can provide feedback about our surgery on one of the following websites:

• iwantgreatcare.org.
• https://www.nhs.uk/services/leave-a-review

Making 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.

Contact details

Tel: 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/

Complaints

The Practice welcomes constructive comments regarding its provision of a comprehensive and efficient service. However, we recognise that there may be occasions when you need to complain, or raise a concern. The Practice operates a complaints procedure and in order that we may speedily resolve a problem please contact the Managing Partner on 01752 766644. Download our Complaints Leaflet.

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

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.

Contact NHS England at england.contactus@nhs.net or

Telephone: 0300 311 2233

Website: www.england.nhs.uk

The Parliamentary and Health Service

Ombudsman

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