Feedback and complaints

Wadebridge and Camel Estuary Practice welcomes feedback both positive an negative. We make every effort to provide the best service possible to our patients. However, we are aware sometimes things can go wrong.

Wherever possible we will aim to make a local resolution, you should discuss your concern with someone close to the cause of your complaint i.e receptionist, nurse or doctor.

In many cases, it will be possible to sort out the problem straight away.

Sometimes it may be necessary to involve other staff, to establish what has happened and to decide what action to take. Details of your complaint will not be recorded on your medical records.

Giving feedback

To provide feedback:

Making a complaint

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. 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 within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.

The period for making a complaint is normally:

  • 12 months from the date on which the event which is the subject of the complaint occurred
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

If you are a registered patient, you can complain about your own care.

You can download our patient complaints form (PDF) and bring into the practice, otherwise complaints can be sent in writing to:

Wadebridge and Camel Estuary Practice
Brooklyn
Wadebridge
Cornwall
PL27 7BS

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. 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. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

Third party complaints

Wadebridge and Camel Estuary Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available.

Advocacy support

POhWER support centre

Phone
0300 456 2370

SeAp Advocacy gives advocacy support

Phone
0330 440 9000

Age UK

Phone
0800 055 6112

Time frames for complaints

The time constraint on bringing a complaint is:

  • 12 months from the occurrence giving rise to the complaint.
  • 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will acknowledge all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Further actions

If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP

Phone
0345 015 4033

Website 
www.ombudsman.org.uk

Ombudsman
Manchester
Citygate
Mosley Street
M2 3HQ