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Receiving compliments and complaints is important to ensuring good quality, local health care at our practice. This helps us to find out more about what we’re getting right and what we can improve on.
We hope this will help you make your feelings and experiences known to the appropriate people. Should you have a complaint, we hope this page will give you more information on what to do, who to contact, and what happens next.
The practice operates a complaints procedure as outlined by the NHS.
How to complain:
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If you still wish to make a complaint, please inform a member of the practice as soon as possible. The time constraint of raising a complaint is 12 months from the occurrence, or 12 months from the time you become aware of the matter, about which you wish to complain.
Our complaints leaflet can be found here
Please address your complaint to;
Sharon Middleton – Operations Manager
Channel View Medical Group
3 Courtenay Place, Teignmouth, Devon, TQ14 8AY
enquiries.channelview@nhs.net
Alternatively, if you wish you discuss your concerns, you can speak to a member of staff by calling 01626 774 656.
If for any reason you do not feel able to discuss your concerns or complaint with a member of the team you can choose to contact NHS England directly, they will contact us on your behalf:
NHS England
By post: NHS England PO Box 16738 Redditch B97 9PT
By email: england.contactus@nhs.net
By telephone: 0300 311 22 33
Opening Hours: Monday to Friday 9am until 5pm, except Wednesday’s when they open at 9.30am.
What happens next?
A Manager will acknowledge your complaint within 3 working day’s. We will endeavour to conduct a full and thorough investigation in the shortest time possible, we aim to respond within 35 day’s. If the investigation is likely to exceed this time scale we will contact you and update you with all the progress to date.
Complaining on behalf of someone else:
Please note, we keep strictly to the rules of medical confidentiality.
If you are complaining on behalf of someone else, we need confirmation that you have permission to do so. The patient must provide written/signed consent, unless they are incapable due to illness.
Further actions:
If you are dissatisfied with the outcome of your complaint, you can seek further guidance from:
NHS England
Email: england.contactus@nhs.net
Telephone: 03003 112233
Feedback, comments and complaints about Hospital and Community services:
For all complaints, comments, advice and support relating to Community services, Secondary Care and for general advice relating to NHS services, contact the ICB Patient Experience Team:
Patient Experience
FREEPOST RTEZ-YHRC-RZKZ
Pomona House
Torquay
TQ2 7FF
Tel: 01803 652 578