Complaints Procedure

We aim to provide the best possible services to our patients but as in all life there may be occasions when you wish to make a complaint about some aspect of your treatment or perhaps have a suggestion that you feel would improve the service we provide.

If it some minor issue that you feel can easily be conveyed to the Reception staff, please inform them and they will deal with it or pass it on to the Practice Manager.

If you wish to make a more formal complaint or suggestion, please put it in writing to the Practice Manager.

We aim to deal with all complaints and suggestions promptly and will keep you informed at all times. The process will involve the issue being fully investigated, the results of which will be provided to you. This may involve an explanation of the issue, a change to our procedures and where appropriate an apology.

If you are unhappy with the way your complaint is being handled or the outcome, you may take the issue further by writing to the Patient Advice and Liaison Service (PALS) or the Primary Care Trust Complaints Manager at – The Cornwall & Isles of Scilly PCT, Sedgemoor Centre, Priory Road, St Austell, PL25 5AS.