St Thomas Medical Group

Complaints Procedure

We always try to give you the best service possible, but there may be times when you feel this has not happened. This leaflet explains what to do if you have a complaint about the services we provide for you.  We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

How to let us know about a complaint and how we deal with it:

If you wish to make a complaint, please write to our Practice Manager, who is based at St Thomas Health Centre. He will take full details of your complaint and decide how best to undertake the investigation.  All complaints, comments and suggestions will be treated in strict confidence. No patient or relative’s healthcare will be adversely affected as the result of making a complaint.

We think it is important to deal with complaints quickly, so you will normally be offered an opportunity to meet our Practice Manager or other staff from the Practice to discuss matters within ten working days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed.  You may bring a friend or relative with you to the meeting.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly.  Of course, if you don’t feel that a meeting is necessary to deal with your complaint and you would prefer our Practice Manager to write to you instead, do let him know.

Please note that if you should want to raise a complaint or concern on behalf of another patient, then to respect our duty of confidentiality to our patients, it will be necessary to have that person’s written consent.

Please note that our Practice Complaints Procedure is not able to deal with questions of legal liability or compensation, for which you should seek legal advice.

If you have any further questions, please do not hesitate to contact our Practice Manager on Exeter 676676. If you do not wish to deal with the Practice directly, or if you remain dissatisfied about how your complaint has been handled, you are entitled to put your complaint to The National Contact Centre (NCC) at NHS England.  Contact details are:

 Email:    Tel:  0300 311 22 33

Mail: NHS England, PO Box 16738, Redditch, B97 9PT

 A regional complaints team is in place across each of the four NHS England regions. These teams work closely with the NCC and provide a regional service to manage the Primary Care complaints that are received nationally but which can’t be instantly resolved and dealt with at a national level.  You may also seek a review of the complaint by the Parliamentary and Health Service Ombudsman.  Contact details are:

The Parliamentary and Health Service Ombudsman

Millbank Tower

London SW1P 4QP

Tel: 0345 015 4033