Compliments and Complaints

Catherine House Surgery strives to provide a friendly and professional service to patients. We are always grateful for any positive feedback and can receive your compliments either verbally, in writing, or via the 'Compliments Book' at the reception desk. You may also leave a comment on the NHS Choices website.

There may be occasions, however, when you believe a misunderstanding or error has occurred, and the standard fallen short of your expectations. The following information explains what to do if you in any way feel dissatisfied with the services we provide:

SPEAK TO US INFORMALLY

Catherine House Surgery operates both informal and formal complaints procedures.

In the majority of cases, 'complaints' do not reflect a strongly held concern against a practice, rather a more simple worry or query about a particular action or process that has negatively affected you. We are always happy to explain, clarify, offer apologies where necessary and work with you to find an agreeable solution if you wish to question a service you have received. Such issues can usually be resolved swiftly and easily to the overall satisfaction of both parties. Please speak to whoever you think most appropriate - doctors, practice manager or our reception staff will be happy to look at these instances with your help.

MAKE A FORMAL COMPLAINT

We run a Formal Complaints Procedure. If you are not satisfied with our response to your informal complaint or wish to make a formal complaint directly, please telephone or write to Mrs Sheila Lamkin, our Practice Manager. It would be helpful if you can do this as soon as possible after the event as this assists us to establish what happened more easily. In any event, a complaint should be made within either 12 months of the incident or within 12 months of discovering that you have a problem.

Mrs Lamkin will take full details of your complaint and decide upon the best approach for investigation.

We think it is important to deal with complaints quickly and you will normally be offered an appointment with relevant members of the surgery team within seven days. You may bring a friend or relative with you to any meeting.

We will try to deal with all your concerns and provide you with an explanation. We hope that, after the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to pursue your complaint, we will direct you to the appropriate authorities.

Our practice procedure is not to deal with questions of legal liability or compensation. We hope you will use it to enable us to look into and rectify any problems that may have occurred.

Please note that we have to respect confidentiality and a patient's consent, in writing, will be necessary if a complaint is not made by the patient in person.

Your help may prevent someone else having the same problem. All comments are dealt with in the upmost confidence.

COMPLAINING TO OTHER AUTHORITIES

If you are dissatisfied with the response to your formal complaint or feel that you cannot raise your complaint with us, you can contact:

Complaints and Client Services Team at NHS England
T: 0300 311 22 33
E: nhsengland.contactus@nhs.net (state: 'For the attention of the complaints team' in the subject line)
PO Box 16738, Redditch, Birmingham, B97 9PT
www.england.nhs.uk/contact-us/complaint

South Devon and Torbay CCG Patient Experience Team
T: 01803 652 578 (9am-5pm Mon-Fri)
E: patientfeedback.sdtcg@nhs.net
FREEPOST RTEZ-YHRC-RZKZ, Ponoma House, Oak View Close, Torquay, TQ2 7FF

The Parliamentary and Health Service Ombudsman (PHSO)
Millbank Tower, Millbank
London
SW1P 4QP
T: 0345 0154033
E: phso.enquiries@ombudsman.org.uk
www.ombudsman.org.uk

HELP WITH MAKING A COMPLAINT

If you require free independent help or advice about making your complaint you can contact:

Devon Advocacy Consortium
T: 0300 343 5707
Text: 07824905339
E: dac@seap.org.uk

Alternatively:

Patient Advisory Liaison Service (PALS)
T: 0300 123 1672 / 01392 267665

PALS provide a confidential service where you can learn about the NHS complaints procedure and may be able to help resolve any problems before they become formal complaints. It is particularly valuable in supporting patients who are fearful or reluctant to complain or who experienced a series of errors/problems on their journey through the NHS.

Any PALS queries and complaints raised by patients of South Devon and Torbay CCG will be coordinated by the Patient Experience Team (see contact details above).

CONTACTING THE CARE QUALITY COMMISSION (CQC)

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: www.cqc.org.uk