If you are unhappy with anything that has happened to you in the practice or would offer any suggestions about how this might be put right, the practice operates a complaints procedure as laid down by the NHS and our complaints system meets national criteria.

·         HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like to let us know as soon as possible – ideally, within a matter of days or at the most a few weeks - because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

·         within six months of the incident that caused the problem, or

·         within six months of discovering that you have a problem, provided this is within twelve months of the incident

Complaints should be addressed to Mrs Janine Payne, Primary Care Manager or any of the doctors.  Alternatively, you may ask for an appointment with Mrs Payne in order to discuss your concerns.  She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

·         WHAT WE SHALL DO

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us.  We shall then be in a position to offer you an explanation or a meeting with the people involved.  When we look into your complaint, we will aim to:

·         Find out what happened and what went wrong

·         Make it possible for you to discuss the problem with those concerned, if you would like to do this

·         Make sure you receive an apology, where this is appropriate

·         Identify what we can do to make sure the problem doesn’t happen again

·         COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

·         COMPLAINING TO THE PRIMARY CARE TRUST

We hope that if you have a problem you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity of improving our practice.  However, this does not affect your right to approach the local Primary Care Trust if you feel you cannot raise your complaint with us or are dissatisfied with the result of our investigation.  You should contact:

Devon Primary Care Trust (Teignbridge), Bridge House, Collett Road, Newton Abbot, TQ12 4PH

Tel:  01626 357000         Fax:  01626 357002       Email: enquiries.devonpct@nhs.net