Suggestions, Comments and 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 is it often most effective to sort problems out quickly and informally.

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.

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.

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

The business manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

  • In person. Please ask to speak to Danielle Kirby
  • In writing. Some complaints may be easier to explain in writing. Please give as much information as you can, then send your complaint to the practice for the attention of the business manager as soon as possible

What Shall We Do?

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

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you a written explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen 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

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.

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.

However this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. If you do feel that you need help or support outside of the practice you can contact the NHS complaints service as follows:

Please write ‘For the attention of the Complaints Manager’ in the subject line.

NHS England
Po Box 16738
Redditch
B97 9PT

Telephone: 03003 112 233
Email: england.contactus@nhs.net

If you have tried the NHS complaints procedure but are dissatisfied with the response to your complaint, contact the Parliamentary and Health Service Ombudsman at

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 03450 154 033
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk

The Ombudsman carries out independent investigations into complaints about government departments, their agencies and the NHS.

Help Us Get It Right

We constantly try to improve the service we offer.

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

There is a suggestion box in the waiting room or a suggestions area on our website where these can be made anonymously.

Bottreaux Surgery
Boscastle
Cornwall
PL35 0BG

Telephone: 01840 250209