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Noticeboard

You may have received a letter inviting you to make an appointment for an injection against pneumonia.  Unfortunately there is a current shortage of the vaccine, so although it is important that those who have received a letter are vaccinated, we would ask for your patience until we are able obtain further supplies

 

 

 

Prescription Ordering

A minimum of three clear working days is required to process all repeat prescription requests. ‘Working days’ are classed as Monday to Friday (excluding all Bank Holidays).So for example, if you would like your medication to be ready on a (non-Bank Holiday) Monday afternoon, you will need to order it on Wednesday morning at the latest). _____________________________________________________________________________________________

Need an NHS Dentist?

Click here for information

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Do you wish to take part in local medical research studies?

Click here for information

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NHS Kernow Website

 

Feedback and Complaints

Complaints Feedback and Complaints

 

Tamar Valley Health welcomes feedback (including compliments and concerns) and complaints. We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that is it often most effective to sort problems out quickly and informally. Please talk to any member of staff regarding your feedback or fill out our online form below.

Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

 

Practice Complaints Procedure


The NHS Complaints Procedure is a more formal way of resolving a concern. We want to assure people that they can make a complaint without fear of their care being affected. We believe it is important to understand why things go wrong so that we can prevent such things happening again.

 

There are two stages to the Complaints Procedure. The first stage is called ‘Local Resolution’. This is where we work with you to resolve your complaint. If after this, you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an ‘Independent Review’

 

If you would like to make a formal complaint, please contact the Complaints Officer, Dr M C Bleksley or Miss Kelly Graham, Operations Manager. You can do this in writing (address details below). The Independent Complaints Advocacy Service (ICAS) can help you make a complaint if you wish. 

 

Please try to make your complaint as soon as possible. There are time limits; normally twelve months after the event you are complaining about (or became aware of the matter for complaint). However, there are exceptions to this and we will always try to help as much as we can.

 

If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.

 

The Complaints Manager will discuss with you how you would like your complaint resolved and how long this might take. The person who investigates your complaint may need to talk to other staff and look at your medical records. They will be careful to ensure that any information about you is kept confidential. Your complaint will not be recorded in your medical notes.

 

We will acknowledge your complaint and how we have agreed to resolve it within 3 working days. We will keep you informed of progress; letting you know of any delays in resolving your complaint. We will usually advise you of the outcome by letter; however we are also happy to meet with you. We will let you know the outcome of the investigation and of action taken as a result. If you are unhappy with any aspect of how we have handled your complaint, we would prefer you to tell us. This means that we can discuss if there are any other ways of locally resolving your concerns.


 

USEFUL CONTACTS

 

Miss Kelly Graham, Operations Manager

Tamar Valley Health

Callington Health Centre

Haye Road

Callington

Cornwall

PL17 7AW

Tel: 01579 382666

 

 

Dr M C Bleksley, Complaints Officer (GP Partner)

Tamar Valley Health

Callington Health Centre

Haye Road

Callington

Cornwall

PL17 7AW

Tel: 01579 382666

 

 

Patient Advice and Liaison Service (PALS)

Tel: 01752 439884 email: palsteam@ciospct.cornwall.nhs.uk

 

 

Independent Complaints Advocacy Service (ICAS)

1st Floor, 17 Dean Street, Liskeard, PL14 4AB

Tel: 01579 345193 email: liskeard.icas@seap.org.uk

 

 

The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1P 4QP.

Tel: 0345 015 4033

 

 

NHS Commissioning Board

Peninsula House

Kingsmill Road

Saltash

PL12 6LE



 
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