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Suggestions, Complaints and Policies

Suggestions & Complaints

pad_and_penA patient guide to letting the practice know about your experience of our services


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.


Carnewater practice 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 any member of staff if you have a problem or concern. .


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 Operations Manager, Rebecca Harris. You can do this in writing (including email ). The Independent Complaints Advocacy Service (ICAS) can help you make a complaint if you wish.


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


The Complaints Manager will agree 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.


We will acknowledge your complaint and how we have agreed to resolve it within 4 working days. We will keep you informed of progress; letting you know of any delays in resolving your complaint. We will usually advise you of the outcome by letter, however we are also happy to meet with you. We will let you know the outcome of the investigation and of action taken as a result. 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.






Michelle Pratley

Practice Manager

Carnewater Practice

Dennison Road


PL31 2LB

Telephone: 01208 269988

Email:  Please mark your email for the attention of Michelle Pratley


NHS England Call Centre 

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



Practice Responsibilities

  • You will be treated as an active participant in the care you receive and your doctor will discuss your condition with you and explain the reasons for any treatment.
  • You will be treated with courtesy and respect.
  • We will visit you at home if you are too ill to come or be brought to the surgery.
  • A doctor will always be available to provide urgent care or urgent telephone advice outside normal surgery hours.
  • When you have an appointment we will try to see you within 30 minutes of your appointment time, and you will be offered an explanation if we find that we cannot do this.
  • You have the right to be referred to a specialist or to have a second opinion.
  • If we believe you need to see a specialist, we will discuss this with you and make the necessary arrangements.
  • We will respect your right to see your computerised and written medical record.
  • Whenever possible we will give you at least 24 hours’ notice of any surgery or clinic cancellation.
  • We will maintain appropriate medical records.
  • We will review your repeat medication at least once a year and if you wish to discuss any aspect of this, we will be pleased to do so.
  • We will explain the main purpose of any drugs which are prescribed for you, and will tell you about significant or likely side-effects.
  • All adult patients requiring an intimate examination = involving genitalia, rectum or female breasts will be offered a chaperone. Chaperones = volunteer members of administrative staff who have received enhanced training. They will be identified by a red sticker on their name badge.

Patient Responsibilities

Being a patient means that you have responsibilities too.

  • We expect you to treat all of the staff of the practice with courtesy and respect.
  • Examination and treatment facilities are better at the surgery, and the less time a doctor spends travelling the more time is available for patients. Please do not ask for a home visit unless absolutely necessary for medical reasons. If we feel a home visit is not appropriate, we will advise you to come to the surgery.
  • Please do not disturb the doctor outside normal surgery hours for routine or trivial matters.
  • Please remember that the doctor of your choice will not always be available, as doctors may have other responsibilities in addition to doing surgery consultations.
  • Please be punctual: arriving late causes delay for other patients. If we are running late, please remember that next time it could be you who needs extra time or your home visit which is causing the delay.
  • Please remember that it takes time to arrange for you to see your records, and you may be charged a sum to cover our costs.
  • Please tell us promptly if you no longer need or cannot keep your appointment, so that it can be offered to another patient and not wasted.
  • Please tell us immediately if you change your name, address, telephone number etc.
  • You should not expect a prescription every time you visit the doctor. Please take your medicines as directed by the doctor, and if you choose to stop taking them, it is sensible to let the doctor know.
  • Your have the right to move to another practice at any time without giving a reason. However, we hope that you will give us the opportunity to discuss any difficulties at an early stage.


Your Information

Blue_Locked_FolderWe ask you for information about yourself so that you can receive proper care and treatment. We keep this information together with the details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons, for example, to help us protect the health of the public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.

We are currently involved in some research studies that require anonymous information from patients’ notes. You cannot be identified from this information.

If anything to do with the research would involve you personally, you will be contacted to see if you are willing to take part, you will not be identified in any published results without your agreement.

You have a right of access to your health records. If at any time you would like to know more, or have any concerns about how we use your information you can speak to your doctor or our Practice Manager.

Everyone working for the NHS has a legal duty to keep information about you confidential.

Freedom of Information

For more information about our practice please access the following internet site:-







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