Complaints Procedure

At the Old Bridge Surgery we always try to provide the best service possible to all of our patients, however they may be times when you feel that this has not happened. The information below explains our in house complaints procedure. We hope that you will use it to allow us to look into and, if necessary, correct any problems that you have identified and make sure that these are not repeated.

There are two stages to the complaints procedure:

Stage 1

If you wish to make a complaint, we will look into your complaint and work with you to see how we can resolve the matter. If after this, you feel that the complaint has not been properly addressed and is unresolved, you can progress to the second stage.

Please telephone or write to our Practice Manager.  He can be contacted by phoning the surgery on 01503 266960 or you can write to him and send it to:

Mr Mark Allen
Practice Manager
Old Bridge Surgery
Station Road
East Looe
PL13 1HA

Click here to complete our electronic complaints form Click here to download a paper copy of our Complaints Form

Your complaint will be looked into as fully as possible and a decision will be made on how best to undertake the investigations. You will be informed of the progress of your complaint at all times.

You can also take up your complaint with NHS England, who will raise the matter with the Practice, by emailing england.devonandcornwallcomplaints@nhs.net or writing to:

NHS England South (South West)
Peninsula House
Tamar View Industrial Estate
Kingsmill Road
Saltash
Cornwall
PL12 6LE

Finally, if you would like support or advice in raising a concern you can contact SEAP who offer a free, independent advocacy service in these circumstances.  They can be contacted by calling 03003 435706 or writing to:

Advocacy in Cornwall
PO Box 375
Hastings
TN34 9HU

Stage 2

If you feel that your complaint cannot be dealt with by the surgery please contact NHS England on 0300 3112233 or the Independent Complaints Advocacy Service on 0300 3435706. If you are not satisfied with their responses, you can approach the Parliamentary and Health Service Ombudsman for an independent review, their contact details are below.

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

Telephone: 0345 0154033

Email: phso.enquiries@ombudsman.org.uk