Patient feedback

At Corner Place Surgery, we value patient feedback to help us review and improve the services we offer. There are different ways you can send us feedback.

Find more information about giving feedback or making a complaint below.

How to provide patient feedback

You can provide feedback by contacting the surgery directly or by completing one of our comment cards at the surgery.

Please remember that we like positive feedback too! Our team of GPs and staff work very hard and receiving recognition for this is a great motivator.    

Thank you for saying thank you.

If you would like to leave us a review about the good service you have received please follow one of the links below.

How to make a complaint

If you're unhappy about the service you have received from any member of staff working in this practice, then it's worthwhile talking about your concerns with us early on, as we may be able to sort it quickly.

The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints, which meets national criteria.

Please note: If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

Where you do not feel an issue has been dealt with satisfactorily by the person concerned, please write to Evie Rogers, the Practice Manager, who will try to resolve the issue and offer you further advice on the complaint's procedure.

If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days.

This will enable the practice to get a clear picture of the circumstances surrounding the complaint, and to ensure any learning from the complaint is implemented in a timely manner.

While we prefer to have the complaint in writing to ensure we investigate it thoroughly and appropriately, if this is not possible a verbal complaint will be taken by one of the managers within Corner Place.

If it is not possible to raise your complaint immediately, please let us have details of your complaint as soon as you can and preferably within 12 months of the incident that caused the problem or  discovering that you have a problem.

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation with the person(s) involved.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

In some cases, doing a thorough complaint investigation can take longer than this, but we will keep you informed when this occurs. We always want to ensure complaints are dealt with thoroughly and appropriately, and that we take any learning from the complaint to improve our care.

Complaining on behalf of someone else

Corner Place Surgery keeps strictly to the rules of medical confidentiality.

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

A letter signed by the person concerned will be required, unless they are  incapable of providing this due to illness or disability, in which case their verbal consent would be required.

Complaining to other authorities

The practice management team hope that you will use the Practice Complaints Procedure if you have a problem.

However, if you prefer you may direct your complaint to NHS Devon.

Please note, that in all cases NHS Devon will recommend a complainant raises their concerns or complaint directly with Corner Place Surgery, however, NHS Devon will support patients and their representative with any concerns or complaints regarding primary care services in Devon and recommend any complaints are handled with the surgery directly.

If you are not satisfied with the response from the surgery, you may want to contact NHS Devon, NHS England, the Care Quality Commission, SEAP or the Ombudsman.

Contact details for these organisations are as follows:

NHS Devon

Contact information can also be found on the Patient advice and complaints page of One Devon website.


NHS England

NHS Commissioners at NHS England can be contact by:

Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried out by this Practice then you can contact the Care Quality Commission by:

SEAP

SEAP is a free, independent, and confidential advocacy service offering support to people who want to make a complaint about their NHS Care or treatment.

Your local SEAP service can be found on http://www.seap.org.uk/contact/seap-liskeard/


Ombudsman

As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can contact the Ombudsman’s
Complaints Helpline by:

For all complaints relating to community services and secondary care and for general advice relating to NHS services, contact:

The Patient Experience Team:
South Devon & Torbay ICB
Patient Experience
FREEPOST RTEZ-YHRC-RZKZ
Pomona House
Torquay
TQ2 7FF
01803 652578
Patientfeedback.sdtccg@nhs.net