Complaints & Suggestions

COMMENTS, COMPLAINTS and SUGGESTIONS

The Doctors and staff at the Practice are interested to know what you think about the services offered by the Centre.

If you have a comment, complaint or suggestion please talk to the Reception Manager - Mrs Barden. She will assist you immediately or pass them on to the Practice Manager. If you would prefer to speak to one of the Doctors or Nurses this can be arranged without difficulty. You may wish to write your views down, if so please address them to the Practice Manager.

We understand that sometimes people do not like making comments, complaints or suggestions, believing this might cause difficulties but we positively welcome your views because we want to offer the best service we can. We will try to deal with any problem that may occur.

You can be reassured that all matters are dealt with in the strictest confidence.

INFORMATION ON COMPLAINTS

We always try to give you the best service possible, but there may be times when you feel this has not been the case.

We hope you will use the Practice procedure to allow us to look into and, if necessary, put right any problems you have identified or mistakes that may have been made.

If you use this procedure it will not affect your right to complain to the Health Commission if you so wish. The appropriate contact address for the Health Commission and the Community Health Council (CHC) are printed below. Please note that we have to respect our duty of confidentiality to patients and a patient's written consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a comment,  complaint or suggestion please telephone, speak or write to our Practice Manager who will take full details from you.

We think it important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within 48 hours. Occasionally, if we have to make a lot of inquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting.

We will try to address your concerns fully and to provide you with an explanation and discuss any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not the case and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

North & East Devon Health Authority Dean Clark House Southernhay East Exeter  EX1 1PQ 01392 205205

North Devon Community Health Council 24 Castle Street Barnstaple EX31 1DR 01271 373739

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