Bampton Surgery - Complaints and Compliments

Compliments and Complaints

We hope you will be pleased with the service we provide. We would be delighted to accept any compliments from our patients.

We always try to give the best service possible, but there may be times when you feel this has not happened. This explains what to do if you feel you have a complaint about any of the services we provide or about one of the doctors or staff at the surgery. It is practice procedure not to deal with questions of legal liability or compensation.

e-mail link to Bampton Surgery

How to make a formal complaint

Complaints should be addressed to The Practice Manager, either in writing or verbally.

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. This must be either within 6 months of the incident that caused the problem; or within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

We need to have details of your complaint in order that we can find out what happened and what went wrong; identify what we can do to ensure the problem doesn't happen again; make sure you receive an apology, if this is appropriate.

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

We shall acknowledge the complaint within 2 working days and investigate it promptly. A written record of your complaint will be provided for you to agree and sign, even if your complaint is made verbally. You will normally be offered an appointment to discuss it within 7 working days of the date when you raised it with us. You may bring a friend or relative with you.

We should then be in a position to provide you with an explanation. We will try to address your concerns fully and discuss any actions that may be needed. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. By the end of the meeting we hope that you will feel satisfied that we have dealt with the matter thoroughly.

Sally North/Julie Cartwright
Complaints & Clients Service Managers
Devon Primary Care Trust
County Hall
Topsham
EX2 4QL

or

The Patient Advice and Liaison Service
St Edwards Court
16 Okehampton Street
Exeter
EX4 1DU

PALS provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide and guiding you through the different services available from the NHS.