Compliments, Comments, Concerns and Complaints
We aim to provide patients with the best care we can, but will sometimes fall short of the mark. If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.
We would encourage you to speak to whoever you feel most comfortable with - your doctor, a nurse, a receptionist or manager - but if you would prefer to give feedback in writing, please send it to the below address.
If you have a complaint to make, please don't be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained.
Making a Complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
- within 12 months of the incident,
- or within 12 months of you discovering the matter which is the subject of the complaint - giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.
We are able to provide you with a separate Complaint Form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Forms are also available from reception.
Send your written complaint to our Practice Manager at :
Port Isaac Practice
If you do not wish to complain to us directly you can make a complaint to:
PO Box 16738
Redditch B97 9PT
Telephone 0300 311 22 33 or via email firstname.lastname@example.org. Please ensure you state ‘For the attention of the complaints manager' in the subject line.
What we do next
We aim to acknowledge receipt of all complaints within 3 working days, and to have reinvestigated the matter within 28 days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When investigating a complaint we attempt to see what has happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
Where your complaint involves more than one organisation we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with a third party about it.
The Complaint Form contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
If you are not satisfied with the outcome of your complaint
You have the right to approach the Parliamentary Health Service Ombudsman. The Ombudsman is independent of government and the NHS. The service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although they can waive them if theu think there is a good reason to do so.
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
Removal from the practice list
GP practices may apply to remove patients from their list if the relationship between patient and GP has broken down.
The Port Isaac Practice will normally explain the problem to you and try to resolve it. They may ask to see you or may write to you. If the problem can't be resolved, The Port Isaac Practice will normally advise you in writing that you may be removed from their list.
Patients cannot be removed from a GP's list because they've made a complaint. However, the basis of the complaint may mean that the relationship between patient and GP has already broken down.
Patients may also be removed from our GP's list if you move out of the area covered by their practice. Details of our Practice Area can be found on this website.
If you're removed from your GP practice's list, you may need to register with another GP practice. You will be given 30 days in which to make alternative arrangements.