How to complain
The staff at Brunel make every effort to give the best service possible to everyone who attends our practice.
However, we acknowledge that things can sometimes go wrong, and that this could result in a patient feeling that they have a genuine cause for complaint.
If things do go wrong, we hope that the matter will be settled as quickly, and amicably, as possible.
To raise a complaint with the practice, please contact the Brunel Patient Liaison Lead who will be happy to address your concerns.
Brunel Patient Liaison Lead, St Albans Road, Babbacombe TQ1 3SL
Tel: 01803 312233
COMPLAINING TO OTHER AUTHORITIES
The practice management team hope that if you have a problem with the service you have received, that you will use the Practice Complaints Procedure.
However, if you feel you cannot raise your complaint with the practice you can contact:
NHS England National Contact Centre
PO Box 16738, Redditch, B97 9PT
Tel: 0300 311 22 33 – Mon to Fri 8am to 6pm
(with “For the attention of the Complaints Team” in the subject line)
Clinical Commissioning Group
Patient Advice and Complaints Team
FREEPOST EX 184
County Hall, Topsham Road, Exeter EX2 4QL
01392 267665/0300 123 1672 – Mon-Fri/9am-5pm
The Care Quality Commission
If you have a genuine concern about a regulated activity carried on by this Practice or a member of our team then you can contact the Care Quality Commission;
Tel: 03000 616161
Independent Health Complaints Advocacy Service
If you need independent support to help raise a complaint, you may use the Independent Health Complaints Advocacy Service provided locally by SEAP. They can help you to write letters, formulate questions and support you with meetings if required. This is a free service.
Upper Ground Floor, Aquila House,
Breeds Place, Hastings
East Sussex TN34 3UY
Tel: 0300 440 9000
Parliamentary & Health Service Ombudsman
Once you have received a response to your complaint, if you remain dissatisfied, you are able to take your complaint to the Parliamentary & Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Their service is free for everyone. You have 12 months to take your complaint to them.
The Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
WRITTEN INFORMATION REGARDING COMPLAINTS PROCEDURE
Written information regarding the practice complaints procedure, and what to do if your complaint has not been resolved to your satisfaction, is available at all three Brunel surgeries.
You can view and download information about how to complain by clicking here.