We welcome all comments on the services provided by the Practice.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

Complaints Procedure

We operate a practice complaints procedure, our system meets national criteria as part of the NHS system for dealing with complaints. We attempt to resolve problems swiftly and take action as appropriate when we have failed to achieve the high standards we aim for.

Port View Surgery welcomes comments, compliments, concerns and complaints. We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that it is often most effective to sort problems out quickly and informally. Please talk to a member of staff if you have a problem or concern. If you need impartial help or advice in resolving a problem the NHS Complaints Service (previously PALS) can help you. You can contact them on 0300 311 22 33.

NHS Complaints Procedure

The NHS Complaints Procedure is a more formal way of resolving a concern. We want to assure people that they can make a complaint without fear of their care being affected. We believe it is important to understand why things go wrong so that we can prevent such things happening again.

There are two stages to the Complaints procedure:

• The first stage is called ‘Local Resolution’. This is where we work with you to resolve your complaint.
• If after this, you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an ‘Independent Review’.

If you want to make a formal complaint, please contact the practice manager. You can do this in writing, by phone (01752 840115) or in person.

The Independent Complaints Advocacy Service (ICAS) can help you make a complaint if you wish, please contact on 0845 120 3782.

If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.

The Practice Manager will discuss with you how you would like your complaint resolved and how long this might take. The person who investigates your complaint may need to talk to other staff and look at your medical records. They will be careful to ensure that any information about you is kept confidential.

Your complaint will not be recorded in your medical notes.

Whenever possible, we will acknowledge your complaint within 3 working days. We will keep you informed of progress; letting you know of any delays in resolving your complaint. We will let you know the outcome of the investigation and of action taken as a result. We aim to do this within 45 days. If you are unhappy with any aspect of how we have handled your complaint, we would prefer you to tell us. This means that we can discuss if there are any other ways of locally resolving your concerns.

Complaints Timescale

Please try to make your complaint as soon as possible. There are time limits; normally twelve months after the event you are complaining about (or became aware of the matter for complaint). However, there are exceptions to this and we will always try to help as much as we can.

If preferred, you may wish to copy your complaint to NHS Cornwall & Isles of Scilly, who will be happy to monitor how we handle your complaint.

Useful Contacts

Practice Manager

Port View Surgery
Higher Port View
Saltash PL12 4BU

NHS Complaints Service
(previously PALS)

0300 311 22 33

Independent Complaints Advocacy
Service (ICAS)

1st Floor, 17 Dean Street
Liskeard PL14 4AB
01579 345193

The Parliamentary &
Health Service Ombudsman

Millbank Tower
Millbank
London SW1P 4QP
0345 015 4033

NHS Cornwall & Isles of Scilly

NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere road, Bodmin. PL31 2 FR
ciosicb.complaints@nhs.net
01726 627975