Suggestions & Complaints
Bottreaux Surgery welcomes comments, compliments, 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 it is often most affected to sort problems out quickly and informally. Please talk to any member of staff if you have a problem or concern.
If you want to make a formal complaint please contact the complaints manager Danielle Kirby. You can do this in writing (including email), by phone or in person
The Independent complaints advocacy service (ICAS) can also help you make a complaint if you wish.
Please try to make your complaint as soon as possible. If you are making a complaint on behalf of another person we will 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 is likely to 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 three 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 of your complaint by letter, however we are also happy to meet with you. We will let you know the outcome of the investigation and action taken as a result. If you are unhappy with any aspect of how we have handled your complaint we prefer you to tell us. This means that we can discuss if there are any other ways of locally resolving your concerns.
Danielle Kirby, Practice Complaints Manager telephone 01840 250209
Independent Complaints Advocacy Service 1st Floor , 17 Dean Street Liskeard PL14 4AB telephone 01579 345193
NHS England Area Team, Peninsula House , Kingsmill Road , Saltash
Paliamentary and Health Ombudsman, Millbank Tower, London SW1P 4QP telephone 0345 015 4033