Comments & Complaints

 

BACK TO MAIN INDEX

 

We constantly strive to give patients the best possible care and attention. We regularly review our service and have case discussions.

Complaints can be made verbally to any staff or in writing to the practice manager. In all cases we would respond to your complaint in 3 working days and offer you an opportunity to discuss the complaint with one of the Partners. Complaints should normally be resolved within 6 months. The practice standard will be 10 days for a response.

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person. 

 

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Westbank Practice.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services
and patient experience.

 

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager, Claire Conway-Wright.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS Devon investigates your complaint. They will contact us on your behalf:


Patient Advice and Complaints Team
NHS Devon
Aperture House
Pynes Hill
Rydon Lane
Exeter
Devon
EX2 5AZ
Tel: 0300 123 1672 (local call rate number) – open between 10am – 4pm
Email: d-icb.patientexperience@nhs.net

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can make a complaint via email to westbank.practice@nhs.net.

 

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The practice will respond to all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

 

Investigating complaints

Westbank Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.

 

Confidentiality

Westbank Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

 

Third party complaints

Westbank Practice allows a third party to make a complaint on behalf of a patient.

The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

 

Final response

Westbank Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

 

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:
Parliamentary Health Service
Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP

Tel: 0345 015 4033

Website

 

References

complaints flowchart

MAKE A COMPLAINT