We Welcome Your Feedback

At times, patients, families, or carers may wish to share feedback or offer suggestions. You're very welcome to do so by writing to the practice directly or by using the Suggestion Form below.

If your concern relates to a specific issue — for example, if something hasn’t worked as expected — a call to the Duty Manager can often resolve things quickly and informally. However, if you prefer to put your concern in writing, you’re welcome to use the Query Form below.

If we’re unable to resolve your issue immediately or within a timeframe that meets your expectations, you may wish to make a formal complaint. Please do so as soon as possible — ideally within a few days. This helps us understand the situation clearly and respond more effectively.

If that's not feasible, formal complaints should be submitted within 12 months of the incident (or of becoming aware of the issue). Complaints should be made in writing to the Practice Manager. If it’s more convenient, you may use the Complaint Form provided.

The Practice Manager will ensure your concerns are reviewed promptly and appropriately. Please be as clear and specific as possible when outlining the issue and, if you can, let us know what outcome you’re hoping for. This will help us respond thoroughly and constructively.

Need Support?

Free, independent support is available at any stage from your local NHS Complaints Advocacy Service. They can guide and assist you throughout the process.

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

How to Raise a Concern

Try to resolve the problem at an early stage by talking to staff or managers at the surgery
If the problem cannot be resolved in this way, you should put the complaint in writing and keep a record of any related contact and the dates.

Most problems can be dealt with at this stage, but in some cases, you may feel more comfortable speaking to someone not directly involved in your care. If you concern or complaint isn’t resolved, you may need to take your concerns to a different organisation to be considered.

If you wish to make a formal complaint about the service you have received from the doctors or any of the staff working at the practice, please let us know 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 Managing Partner (you can use the form by clicking the Complaints Form link above).

Please be as specific and concise as possible, providing a clear description of what you want to complain about and when the event took place.

Please click to access our formal complaints form.

GPs, dentists, pharmacists and opticians are independent contractors and the law requires them to have their own complaints procedures. You should direct your complaint to them. However, if you have questions about doing so, please contact NHS England.

Write to: NHS England, PO Box 16738, Redditch B97 9PT

Call 0300 311 2233
Email NHS England

If you want to make a complaint about primary care services but do not wish to speak with the practice, please contact the Cornwall and Isles of Scilly Integrated Care Board

You can do this by:

Telephone: 01726 627975

E-mail: Ciosicb.complaints@nhs.net

Writing to us at: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin, PL31 2FR

Complaining on behalf of Someone Else

We keep strictly to the rules of patient confidentiality. If you are not the patient, but are complaining on their behalf, we have to know that you have their permission. An written authority signed by that person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. We can provide you with a patient consent form on request.

What we will do

We will acknowledge your complaint within 3 working days. If we expect it to take longer to resolve, we will explain the reason. 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.

If you want to make a complaint about primary care services but do not wish to speak with the practice, please contact the Cornwall and Isles of Scilly Integrated Care Board

You can do this by:

Telephone: 01726 627975

E-mail: Ciosicb.complaints@nhs.net

Writing to us at: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin, PL31 2FR

Where can I get more help?

If you feel unable to make a complaint about an NHS service on your own, or would like the support of someone independent, contact The Advocacy People. They provide a local health complaints advocacy service. You can also call them on 0330 440 9000. The service is free and independent of the NHS. Other advocacy providers may charge you for their services.

If you are unhappy with the outcome of your complaint

If you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. They make the final decisions on complaints that have not been satisfactorily resolved by public organisations. The service is free for everyone. To make a complaint, go to the Health Service Ombudsman website or call 0345 015 4033.