Comments & Complaints
Holsworthy Medical Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable with – your GP, our practice manager or our reception staff will be happy to help.
In the majority of cases, concerns can be resolved quite easily. If you want to bring your complaint to our notice, please ask at reception for a Complaints Form.
If your complaint is more personal or you feel it is serious, please ask for, write to, or telephone the Practice Manager, Jane Wells, or her deputy, Sara Davey, with your compaint. They will take full details and decide how best to investigate your concerns. If your complaint is clinical in nature you may be invited to meet with the clinical complaints lead, Dr Robert Shaw, to discuss your concerns.
If you are not compaining yourself, but on someone else's behalf, you must have written permission from them to make the complaint. This does not apply to children under 18 or if there are special circumstances which make permission impossible.
Your complaint will be acknowledged in writing within two working days.
Your complaint will be investigated, and we will reply in full within 10 working days. However, if this is not possible we will let you know when we will be in a position to reply.
If you are not happy with our reply you may request a meeting, if you feel the need, or you may wish to take the complaint further using the Patient Advice and Complaints Team (PACT) at: County Hall, Topsham Road, Exeter, EX2 4QL Tel: 0300 123 16725 0r 01392 267665.
We try our best to provide the most helpful and efficient service we can within the NHS resources. If we feel that we have made a mistake or given an inadequate service then we will apologise. However, if the complaint is about a service we do not provide, then we will explain why it is not available. It may be that the complaint needs to be redirected to another, more relevant, service provider.
Our in-house complaints procedure cannot address issues of negligence or compensation.