If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints Triage.

Complaints

We always aim to provide our patients with the best possible service. There may be times when you feel things could have or could be done better.

Patient Feedback is therefore important for us to understand where we may be able to improve.

A problem can often be solved promptly and most easily if dealt with at the time it arises with the person involved. We would encourage all of our patients to try this approach first to resolve the situation.

Where you are not able to resolve your complaint this way and wish to make a formal complaint you should exercise your right to do so.

Please provide your formal complaint in writing and make it as specific and precise as possible. By providing this as soon as possible after the event it can help us to establish what happened more easily.

Complaints may be made by a third party on behalf of someone else in specific circumstances, such as when:

• The individual has died
• The individual is a child
• The individual is physically or mentally incapable of making a complaint
• The individual asks a third party to make a complaint on their behalf

In any of these circumstances, please complete a Feedback form on this website (link provided at the top of this page) or write a letter for the attention of our Practice Manager, Mrs Emma Marjeram (address details below).

Once your complaint has been received you should receive an acknowledgement within 3 working days.

A representative of the surgery will then complete a detailed investigation.

The time to complete this can vary depending on the complexity and detail of your complaint.

If any part of your complaint requires immediate action, this will be taken accordingly.

We will aim to provide you with a detailed response within 30 days of receiving your complaint, however this can take longer depending on the nature of the complaint.

If you are dissatisfied with the outcome of your complaint, you have the right to approach the Health Service Ombudsman.

The Ombudsman is independent of government and the NHS.

You can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk , fax 0300 061 4000 or via post Citygate, Mosley Street, Manchester, M2 3HQ.

Further information about the Ombudsman is available at www.ombudsman.org.uk

NHS Cornwall and Isles of Scilly

If you have concerns about complaining to us directly as your service provider, you can send your complaint to our service commissioner instead.

They will arrange for your complaint to be investigated by their regional hub who will contact you on behalf of the ICB.

Email: ciosicb.complaints@nhs.net

Telephone: 01726 627975

Post: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Parl, Dunmere Road, Bodmin, PL31 2FR.