Complaints and significant events

Our healthcare team will always strive to provide the best possible service – the same quality of care they would expect for themselves. If at any time you are unhappy with the attention you have received or you have a suggestion on how we might improve, please do not hesitate to contact Rosie Muscott, General Practice Manager (rosie.muscott@nhs.net) or telephone her direct on 01803 874456. She will make every effort to investigate and respond to your concerns as soon as possible. If she is unable to resolve them she will explain to you in an impartial manner what your rights and possible options might be.

All significant and critical events and errors are logged and fully investigated to ensure that processes are continually improved. Where we learn of errors made at hospitals or in pharmacies we make sure these are reported back.

The Clinical Governance and Quality lead for both Health Centres is currently Dr Paul Melling.

Feedback from our patients is very important as it helps us to improve the service. We undertake patient opinion surveys on an annual basis and we have a Patient Forum which meets quarterly. Please let the manager know what you like, what you dislike and whether you have any ideas for improvement. There are is a Complaints leaflet/form available from reception or by clicking here  Complaints Leaflet 2014 or you can email us by clicking here.

The local Patient Advice and Liaison Service (PALS) can be very helpful in supporting patients who are fearful or reluctant to complain or who have experienced a series of errors/problems on their journey through the NHS.

For all complaints, comments, advice and support relating to community services and secondary care and for general advice relating to NHS services, contact the CCG’s patient experience team.

Patient Experience

FREEPOST RTEZ-YHRC-RZKZ

Pomona House

Torquay

TQ2 7FF

Tel: 01803 652578

patientfeedback.sdtccg@nhs.net

 

Complaints and concerns relating solely to primary care, should in the first instance be directed to the Practice Manager or to NHS England

NHS England

PO Box 16738

Redditch

B97 9PT

Tel: 0300 3112233

england.contactus@nhs.net