Suggestions and complaints
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.
Details of our practice complaints procedure can be found in our Practice Observations and Complaints leaflet found below, at our reception desk, or by contacting our primary care manager in person or in writing.
Feedback, Compliments and Complaints (PDF, 271KB)
How 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 raise 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;
Victoria Sheppard, Practice Manager
contact.btcp@nhs.net
Riverside Surgery, Le Molay-Littry Way, Bovey Tracey, Newton Abbot, Devon, TQ13 9QP.
Alternatively, you may wish you discuss your concerns, you can speak to a member of staff by calling 01626 832666.
If you are not happy with our response or do not feel able to discuss your concerns or complaint you can choose to contact the local integrated care board (ICB), NHS Devon directly, they will listen to your circumstances and liaise with us on your behalf. ICB, NHS Devon can be contacted as follows;
By post: Patient Advice and Complaints team, NHS Devon, Aperture House, Pynes Hill, Rydon Lane, Exeter, EX2 5AZ
By email: d-icb.patientexperience@nhs.net
By telephone: 0300 123 1672
Contact information can also be found on the One Devon website www.onedevon.org.uk/contact-us/patient-advice-and-complaints/
What we will do
We will acknowledge your complaint within three 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