Complaints Procedure - Patient Information

The doctors and staff at Newquay Health Centre strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative. However we are realistic enough to appreciate that there are times when less than efficient service may be given, or instances where the patient is less than happy with the service he has received.

In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered - one mechanism is the complaints procedure

Practice complaints procedure

Newquay Health Centre Complaints - Patient Leaflet

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 a NHS system for dealing with complaints.  Our complaints system meets national criteria.

We hope that most problems can be sorted our 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 6 months of the incident that caused the problem; or

.  within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

You can make a complaint in two ways as outlined below:

1. Direct to the healthcare provider where they received the NHS service (Newquay Health Centre).

Newquay Health Centre Complaints form

2. To the commissioner by contacting the ICB using the details below. Patients are not to contact NHSE.

At Newquay Health Centre, we encourage individuals to raise any concerns directly with us before complianing to the commissionaers. However, if you wish to complain to the commissioners, from 1 July 2023 you can do so by the following means:

• Email: ciosicb.complaints@nhs.net
• Phone: 01726 627975
• Post: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin. PL31 2FR