Complaints Procedure

Comments, Complaints & Suggestions

Comments, complaints and suggestions

Our aim is to provide the highest level of care for all our patients and carers.

We will always be willing to hear if you are unhappy about the service you’ve received and if there is any way that you think that we can improve the service we provide. We operate a no blame culture and recognise how important it is to learn in order to improve.

Similarly, we like to hear where things have gone well and to share good practice. Please let us know when you’ve had a good service.

Anonymised feedback is channelled into our regular operational meetings to ensure that as a combined practice we are continually developing. We regularly review comments, complaints and suggestions to identify themes and will discuss with our Patient Participation Group to find joint solutions.

Complaints procedure
What we shall do

Our complaints procedure is designed to try to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to give you an anticipated timetable for dealing with your complaint. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:
• find out what happened and what caused the problem;
• make it possible for you to discuss the problem with those concerned, if you would like to;
• make sure you receive an apology, where appropriate;
• identify what we can do to make sure the issue doesn’t arise again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

Your comments are valuable and we will treat them in confidence. We know that the relationship you have with your GP or nurse is important as is the standard of care you receive. We promise, as an organisation, that you will not be treated unfavourably as a result of a negative comment.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

The Assistant Operations Manager will be the primary contact to deal with any complaint and you can make your complaint:

In person or via the telephone – ask to speak to the Assistant Operations Manager. This may not always be possible and in such circumstances please leave your contact details so that you can be called back as soon as possible.

In writing – some complaints may be easier to explain in writing – please give as much information as you can. Send your complaint by letter or email for the attention of the Assistant Operations Manager as soon as possible.

By email –
Ivybridge Medical Practice, Plympton Health Centre, Chaddlewood Surgey or Wotter

What you can do next

We hope that, if you have a problem, you will use our Practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our Practice.

If you are not satisfied with the way your complaint is handled, you can escalate your complaint to our Chief Operating Officer – Claire Oatway.

As an alternative to making complaints to the practice, patients may also direct their complaints to the NEW Devon CCG. The patient advice and complaints team (PACT) is a service to provide patients, carers, family members, the public and staff with help, advice and support with concerns or comments relating to NHS services across the South Hams, West Devon, Plymouth, East Devon, Mid Devon, North Devon and Torridge GP practice patients.

For any queries ring the team on 01392 267 665 or 0300 123 1672, text to 07789 741099, email or click on the Live Chat logo on the CCG website homepage.

Further advice is also available on


ICAS Telephone:- 01225 762630

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Care Quality Commission or Parliamentary and Health Service Ombudsman to review your case.

The Care Quality Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service. You can contact them on 03000 616161, or write to them at:
Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA

Parliamentary and Health Service Ombudsman: Tel- 0345 015 4033 Fax-0300 061 4000, or write to them at: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP