College Surgery Partnership

Tel: 01884 831300

Opening Times: 8.30am-6.30pm

Culm Valley Integrated Centre For Health, Willand Rd, Cullompton, Devon, EX15 1FE

Complaints Procedure

Patient Information

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure as part of an NHS system for dealing with complaints.  Our complaints system meets the NHS national criteria.

How To Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or, at most, a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

  • within 12 months of the incident that caused the problem; or
  • within 12 months of discovering that you have a problem.

Complaints should be addressed to Andrew Stennett, Strategic Manager or any of the doctors.  Alternatively, you may ask for an appointment with Andrew Stennett in order to discuss your concerns.  He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint we shall aim to:

  • find out what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would like this;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to NHS England

If you have a problem we hope you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.  NHS England can be contacted direct on 0300 311 22 33. Should you remain dissatisfied with the response to your complaint, you have the right to ask the Health Service Ombudsman to review your case. You should do this within 12 months of the date of our final response. The Health Service Ombudsman is an independent body responsible for the second stage of the NHS complaints procedure. They can be contacted on 0345 015 4033 or write to Health Service Ombudsman for England, Millbank Tower, Millbank, London, SW1P 4QP or visit their website at www.ombudsman.org.uk