Suggestions, Comments and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide. If you would like to give us any feedback or wish to make a complaint, please complete our online form.

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, 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.

Complaint Time Limit

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.

Making a Complaint on Behalf of Someone Else

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

Dealing With 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, Patient Services Manager

Tamar Valley Health
Callington Health Centre
Haye Road
Callington
Cornwall
PL17 7AW

Telephone: 01579 382666

Dr M C Bleksley, Complaints Officer (GP Partner)

Tamar Valley Health
Callington Health Centre
Haye Road
Callington
Cornwall
PL17 7AW

Telephone: 01579 382666

Patient Advice and Liaison Service (PALS)

Telephone: 01752 439884

Email: palsteam@ciospct.cornwall.nhs.uk

Independent Complaints Advocacy Service (ICAS)

1st Floor
17 Dean Street
Liskeard
PL14 4AB

Telephone: 01579 345193

Email: liskeard.icas@seap.org.uk

The Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 0154033

NHS Commissioning Board

Peninsula House
Kingsmill Road
Saltash
PL12 6LE