Important - We are changing our clinical IT system in June 2024, and we want to explain why we are doing this and what impact this will have on the service we provide to you. For more information search "we-are-changing-our-clinical-it-system" in latest news.

Peverell Park Surgery & University Medical Centre

Peverell Park Surgery | 01752 766644 | administration.peverellpark@nhs.net

University Medical Centre | 01752 222341 | administration.umcpeverell@nhs.net

IMPORTANT: Online consultation will not be available until Monday 24th June while we transition to our new patient record system.

Important - Due to our clinical system change this month we can only deal with urgent requests between the 5th and 13th June, and from the 14th onwards, we ask that you please be patient with us. Please view we-are-changing-our-clinical-it-system for information regarding non-urgent requests .

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.

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/

 

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.

Feedback and Complaints Form

  • What happens to my information?

  • Personal and medical information about patients registered at Peverell Park Surgery is primarily kept electronically, although some is kept in paper form. Some information will be sent to hospital consultants and other health professionals to whom you are referred by your GP in order to provide continued healthcare and obtain treatment for you. We sometimes use accredited suppliers for our communication with you (please refer to our Privacy Policy), for example when we send recall letters for review clinics or medication reviews. All suppliers we use are checked carefully to ensure they comply with strict confidentiality protocols. To ensure the security of all patient information, all staff that has access to your records is covered by confidentiality clauses in their contracts and the Data Protection Act and the Freedom of Information Act. Our guiding principle is that we hold your records in strict confidence.
  • This field is for validation purposes and should be left unchanged.

 

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

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.

Contact NHS England at england.contactus@nhs.net
Telephone: 0300 311 2233
Website: www.england.nhs.uk

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