Complaints Policy

At South Brent Health Centre we are always looking to improve on our ability to meet and exceed our patient’s health and wellbeing needs. We welcome feedback from patients, whether this is to let us know when we have made a positive difference or when we have not met expectations.

In the case of the latter, we encourage our patients to contact either our Practice Manager, Sophie Andrews or Deputy Practice Manager, Dawn Warnes-Hunt on the phone or face to face to discuss any concerns they may have. Where at all possible we will ensure that one of us is able to speak with a patient at this point so that we can work together to resolve issues and take learning on board.

How to Complain
If you have a formal complaint or concern about the service you have received from the doctors or any of the personnel working in this Health Centre, please let us know.  We operate a complaint procedure as part of an NHS complaints system, which meets national criteria.

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager or Deputy Practice Manager (you can use the attached form).  Management will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
  
Complaining on Behalf of Someone Else
If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
 
What we will do
We will acknowledge your complaint within 10 working days and aim to have fully investigated within 28 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
  
Taking it Further
If you remain dissatisfied with the outcome you may refer the matter to either the Health Service Ombudsman or the NHS South Devon and Torbay Clinical Commissioning Group Patient Experience Team (PALs) on the methods below: