Suggestions & Complaints

Suggestions are always welcome...

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.

 

If you need 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 raised 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;

 

Louise Tape, Operations Manager

Brunel Medical Practice, St Albans Road, Babbacombe, Torquay TQ1 3SL

brunel.communications@nhs.net

 

Alternatively, you may wish you discuss your concerns, you can speak to a member of staff by calling 01803 312233.

If you are not happy with our response or do not feel able to discuss your concerns or complaint you can choose to contact NHS England directly, they will listen to your circumstances and liaise with us on your behalf. NHS England can be contacted as follows;

By post: NHS England PO Box 16738 Redditch B97 9PT

By email: england.contactus@nhs.net

By telephone: 0300 311 22 33

NHS England’s opening hours are Monday to Friday 9am until 5pm, except Wednesday’s when they open at 9.30am.

 

WHAT WE WILL DO

We will acknowledge your complaint within 3 working days and aim to provide a response within 30 working days of the date you raised it with us.  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 happy with our resolution we would ask you to in the first instances to make us aware of your dissatisfaction, if we still are unable to come to a resolution to your satisfaction you do hold the right to contact the Parliamentary and Health Service Ombudsman. Their contact details are;

Website: www.ombudsman.org.uk

Telephone: 0345 015 4033

 

NHS Devon Clinical Commissioning Group 

The Patient Advice and Complaints Team are here to help patients, their families and carers if they have any concerns or questions about their local NHS services however does not include pharmacies, GP’s, opticians and dentists. They offer confidential advice and, with your permission, take your concern to the appropriate people. To contact them;

By telephone: 0300 123 1672 (lines are open Monday – Friday 09.00am – 5.00pm)

By email: d-ccg.patientexperience@nhs.net

By post: Patient Advice and Complaints Team (PACT) FREEPOST EX184 County Hall Topsham Road Exeter EX2 4QL

 

You can download information about complaints using the link here

Complaint fact sheet November 20.pdf

If you need help to raise a complaint

If you need independent support to help raise a complaint, you can use the Devon Advocacy Consortium by visiting https://devonadvocacy.org.uk/ or calling 0845 231 1900.

The Devon Advocacy Consortium is a free service that can help you write letters, formulate questions and support you with meetings if required.

If you are not satisfied with how the practice responds to your complaint

If you are ultimately not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman, who make final decisions on unresolved complaints about the NHS in England.

The Ombudsman is an independent service which is free for everyone to use. To take your complaint to the Ombudsman, visit http://www.ombudsman.org.uk/make-a-complaint or call 0345 015 4033.