Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
If you have any complaints or concerns about the service that you have received from the doctors or staff working for Rolle Medical Partnership, please let us know.
We hope that most problems can be sorted out 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:
Mrs Linda Kay will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to Mrs Linda Kay, Practice Manager or her deputy Mrs Paula Newcombe
In writing – some complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of Mrs Linda Kay, the Practice Manager, as soon as possible.
Our complaints procedure is designed to make sure that we settle any complaint as quickly as possible.
We shall acknowledge your complaint immediately (or within 24 hours)
We will have a discussion with you about how to resolve your complaint or concern.
We believe that swift resolutions have a positive outcome for you and avoids bureaucracy
If your wish to pursue a formal complaint an acknowledgement will be sent to you or your representative within 3 days and it will let you know how we will be investigating the complaint. This acknowledgement may be by telephone or in writing.
A meeting will be offered to discuss the complaint as it is important for you to understand what the outcome of the complaint may be and how it will be handled. It may include a include a further meeting with those involved if appropriate and you would like this
You will be advised of timescales and kept informed.
The Clinical Lead for Complaints is Dr Lynne Sanderson.
The Investigating Manager is Mrs Linda Kay.
If your complaint has been sent to the wrong organisation, you will be contacted and advised for it to be sent on.
We will find out what happened and what went wrong.
Provide you with a clear statement of issues, investigations and findings
Offer an apology where appropriate
Identify what we can do to make sure it does not happen again
At the end of the investigation your complaint will be discussed with you in detail, in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless he or she is incapable (because of illness) of providing this.
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However, this does not affect your right to approach NHS England, our Commissioner
England.firstname.lastname@example.org or 0300 3112233
The Health Service Ombudsman
The Parliamentary and Health Service Ombudsman
We constantly try to improve the service we offer.
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.
Rolle Medical Partnership
Exmouth Health Centre
Telephone: 01395 226540