Old Bridge Surgery

Complaints Procedure

At the Old Bridge Surgery we always try to provide the best service possible to all of our patients, however there 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.  She can be contacted by phoning the surgery on 01503 266960 or you can write to her and send it to:

Mrs Tracey Stammers
Practice Manager
Old Bridge Surgery
Station Road
East Looe
PL13 1HA

Click here to complete our online complaints form or download a form here

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 the commissioner by contacting the ICB (Integrated Care Board) using the details below:

  • Email: [email protected]
  • Phone: 01726 627975
  • Post: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin. PL31 2FR

(This service replaced NHSE complaints on 01/07/2023) 

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
TN34 9HU

Stage 2

If you feel that your complaint cannot be dealt with by the surgery or ICB 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

Telephone: 0345 0154033

Email: [email protected]

Date published: 10th October, 2014
Date last updated: 6th July, 2023