Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Wadebridge and Camel Estuary Practice.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please complete our online form or speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaints manager, Nicky Brenton, Practice Manager.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS Cornwall and Isles of Scilly investigates your complaint. They will contact us on your behalf:

NHS Cornwall and Isles of Scilly
Part 2S
Chy Trevail
Beacon Technology Park
Dunmere Road
Bodmin
PL31 2FR

Telephone: 01726 627975
Email: ciosicb.complaints@nhs.net

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.

Investigating Complaints

Wadebridge and Camel Estuary Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Wadebridge and Camel Estuary Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

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.

Final response

Wadebridge and Camel Estuary Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.

Advocacy support

• POhWER support centre can be contacted via 0300 456 2370
• SeAp Advocacy gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112

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

Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

Ombudsman, Manchester
Citygate,
Mosley Street
MANCHESTER
M2 3HQ