Feedback and Complaints

Treetops Surgery - Patient Feedback 

Rolle Medical Partnership is currently reviewing how services are provided across our four,clinical sites. As part of this process, we are considering the potential permanent closure of Treetops Surgery. This review is still in its early stages, and no final decisions have been,made. We remain committed to delivering a high standard of care while ensuring our services are financially and environmentally sustainable. We welcome feedback from our patients and the wider community as we explore the available options.

What are we proposing?

Since our merger with Claremont Medical Practice in April 2024, Rolle Medical Partnership has grown into a significantly larger organisation, enabling us to strengthen our services and improve the care we provide to our patients. As we continue to evolve, we are keen to ensure that our patients, staff, and the wider community are fully involved in shaping what comes next.

We are currently reviewing how services are delivered across our four clinical sites to make sure we continue to offer high-quality, sustainable care for the future. As part of this review, we are considering the potential permanent closure of Treetops Surgery. No final decisions have been made, and your feedback is a vital part of this process.

Why are we considering this?

There are four key reasons behind this proposal:

1. Changes in how care is delivered

The way patients access care has evolved. We now use a central triage system, which helps ensure patients are directed quickly to the most appropriate clinician. This improves efficiency, reduces waiting times, and helps patients receive the right care first time.

There has also been a sustained increase in telephone and online consultations, alongside face-to-face care. Many patients now choose to access services remotely where appropriate, offering greater convenience and flexibility.

changes reflect the direction set out in the NHS 10 Year Plan, which emphasises digital access, flexible models of care, and more efficient use of healthcare estates. As a result, we can use our clinical space more flexibly and require fewer traditional consulting rooms than in the past.

2. Making best use of NHS resources

Operating across four separate buildings brings significant ongoing costs, including heating, electricity, maintenance, cleaning, and staffing overheads. Some of these costs are fixed regardless of how intensively a site is used.

By reducing the number of sites we operate, we can lower these overheads and make better use of the fixed NHS funding for GP practices. This allows more investment to be directed into frontline services, such as increasing clinical capacity, improving access to appointments, and strengthening the range of services we provide.

3. Supporting integrated, team-based care

Our workforce has expanded to include a wider range of healthcare professionals, including GPs, nurses, physiotherapists, pharmacists, paramedics, and social prescribers. Patients often benefit from input from more than one professional, particularly for ongoing or complex needs.

Bringing these teams together in shared locations supports better communication, quicker decision-making, and more coordinated care. It also improves resilience across the service, making it easier to respond to demand and ensure patients are seen by the right person at the right time.

4. Reducing our environmental impact

Running multiple sites requires each building to be heated, powered, cleaned, and maintained every day, including energy use for lighting, heating systems, IT equipment, and clinical spaces. This leads to higher overall electricity and energy consumption.

In addition, staff often need to travel between sites during the working day to deliver services, attend meetings, or access equipment. Consolidating services into fewer locations would reduce this travel, lowering fuel use and associated emissions.

By reducing the number of buildings we operate, we can make more efficient use of energy, reduce waste, and support the Rolle Medical Partnership’s wider commitment to sustainability and reducing carbon emissions, while continuing to deliver high quality patient care.

What would happen to the other sites?

If Treetops Surgery closes, we will focus on strengthening and improving our remaining sites:

• Exmouth Medical Centre
• Lympstone Surgery
• Raleigh Surgery

We plan to invest in these locations so they can be used more efficiently and support a modern model of care.

Importantly, our aim is to ensure that the total number of appointments available to patients is not reduced. By making better use of space and resources across our remaining sites, we expect to maintain, and potentially increase, overall appointment capacity.

What does this mean for patients?

We do not believe this change will reduce access to care or the number of appointments available.

• The total number of appointments will be maintained, and may increase over time
• Our other surgery sites are conveniently located, with strong public transport links, offering residents across Exmouth and Lympstone a choice of accessible locations for their care.
• Patients will continue to have access to care in a range of ways, including face-to face, by phone, and online.

We recognise that any change to local services can feel concerning. We are committed to being open and transparent, and to ensuring that patients continue to receive timely, high quality care.

What happens next?

We are at the very beginning of this consultation.

• No decision has been made
• We are listening to your views
• All feedback will be considered before any final decision

Our aim is to provide the best possible care for everyone in Exmouth in a way that is sustainable, efficient, and fair.

Tell us what you think

We would like to hear from you, whether you are a patient, healthcare professional or a local resident. Please share your feedback using the form below, or contact us.

Let us know your thoughts

Your response will be treated confidentially. All feedback will be reviewed as part of this consultation.