Suggestions and complaints
Our Practice welcomes feedback from its patients as it is only by listening to the users of our service that we can make adjustments, improvements and know what has gone well or not so well.
If you are unhappy with anything that has happened to you in the practice or have any suggestions about how this might be put right, the Practice operates a complaints procedure as outlined by the NHS.
Details of our Practice complaints procedure can be found in our Practice Complaints leaflet found below, or by contacting the Practice Manager in person or in writing.
Complaints Leaflet
How to complain
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If you still wish to make a complaint, please inform a member of the practice as soon as possible. At times it may not be possible to raise a complaint immediately or you may need some time before you are able to raise your concerns. It is important to highlight that it may not be possible to resolve a concern depending on how much time has lapsed. NHS complaints procedures recommend a complaint is raise within 12 months of the concern taking place or within 12 months of becoming aware a complaint should be raised.
Please address your complaint to;
Victoria Sheppard, Practice Manager
contact.btcp@nhs.net
Riverside Surgery, Le Molay-Littry Way, Bovey Tracey, Newton Abbot, Devon, TQ13 9QP.
Alternatively, you may wish you discuss your concerns, you can speak to a member of staff by calling 01626 832666.
What we will do
We will provide an initial response to acknowledge any complaint within five working days after the complaint is received. Following any complaint, a full investigation will be undertaken and while we aim to respond within 30 working days, there is no obligation to do so. At times more complex concerns or complaints may take longer to resolve, however every effort to keep you informed will be made.
Complaining on behalf of someone else
Please note that we keep strictly to medical confidentiality. If you are complaining on behalf of someone else, we much ensure 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.
Complaint unresolved
If you are not satisfied with the complaint response, you may refer your complaint to the Partliamentary and Health Service Ombudsman (PHSO). The Ombudsman can review the matter independantly.
The PHSO can be contacted via telephone on 0345 015 4033 or by using their secure online form.
Further details on how to make a complaint to PHSO can be sought at www.ombudsman.org.uk