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Receiving compliments and complaints is important to ensuring good quality, local health care at our practice. This helps us to find out more about what we’re getting right and what we can improve on.
We hope this will help you make your feelings and experiences known to the appropriate people. Should you have a complaint, we hope this page will give you more information on what to do, who to contact, and what happens next.
The practice operates a complaints procedure as outlined by the NHS.
How to complain:
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If you still wish to make a complaint, please inform a member of the practice as soon as possible. At times it may not be possible to raise a complaint immediately or you may need some time before you are able to raise your concerns. It is important to highlight that it may not be possible to resolve a concern depending on how much time has lapsed. NHS complaints procedures recommend a complaint is raised within 12 months of the concern taking place or within 12 months of becoming aware a complaint should be raised.
Our complaints leaflet can be found here
Please address your complaint to:
Sharon Middleton – Operations Manager
Channel View Medical Group, 3 Courtenay Place, Teignmouth, Devon, TQ14 8AY
Or email
practicemanagers.channelview@nhs.net
Alternatively, you may wish you discuss your concerns, you can speak to a member of staff by calling 01626 774656.
If, for any reason, you do not feel able to discuss your concerns or complaint with a member of the team you can choose to contact NHS England directly, they will contact us on your behalf:
NHS England
By post: NHS England PO Box 16738 Redditch B97 9PT
By email: england.contactus@nhs.net
By telephone: 0300 311 22 33
Opening Hours: Monday to Friday 9am until 5pm, except Wednesday’s when they open at 9.30am.
What happens next?
A Manager will acknowledge your complaint within 5 working days. We will endeavour to conduct a full and thorough investigation in the shortest time possible and we aim to respond within 40 days. If the investigation is likely to exceed this time scale, we will contact you and update you with progress to date.
Complaining on behalf of someone else:
Please note, we keep strictly to the rules of medical confidentiality.
If you are complaining on behalf of someone else, we need confirmation that you have permission to do so. The patient must provide written/signed consent, unless they are incapable due to illness.
Further actions:
If you are dissatisfied with the outcome of your complaint, you can seek further guidance from:
NHS England
Email: england.contactus@nhs.net
Telephone: 03003 112233
Feedback, comments and complaints about Hospital and Community services:
For all complaints, comments, advice and support relating to Community services, Secondary Care and for general advice relating to NHS services, contact the ICB Patient Experience Team:
Patient Experience
FREEPOST RTEZ-YHRC-RZKZ
Pomona House
Torquay
TQ2 7FF
Tel: 01803 652 578
Unresolved Complaints
If you are not happy with our resolution, we would ask you to in the first instances to make us aware of your dissatisfaction. If we still are unable to come to a resolution to your satisfaction you do hold the right to contact the Parliamentary and Health Service Ombudsman. Their contact details are:
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033