Compliments, Comments & Complaints
At Penryn Surgery we value your feedback and use comments, suggestions, compliments and complaints to try and improve our services.
Some patients wish to acknowledge their gratitude and we greatly appreciate this encouragement. You may wish to voice your thanks to the member of staff concerned or the receptionist will pass your comments on.
If you feel something could be improved, or have any constructive suggestions with regard to the Practice, please ask to speak to the Duty Manager. We also have feedback forms in reception for any comments or suggestions.
We hope you will never have cause for serious complaint, but if so we follow the NHS Complaints Procedure, a more formal way of resolving a concern. Please ask for a leaflet.
If you wish to make a formal complaint, please put your complaint in writing to the Practice Manager and your letter will be acknowledged within 3 days. We hope that, if you have a problem, 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.
For more information on the NHS Complaints procedure and a complaint form please click here Complaints Leaflet
If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you should contact:
Health Watch on 0800 0381 281 who can provide local information and a signposting service.
SEAP Advocacy who provide independent advice and support with regard to NHS complaints.
Tel 0300 343 5706 or email: firstname.lastname@example.org. Website: www.advocacyincornwall.org.uk
For more complex issues for resolution please contact
NHS England on 0300 312233
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.