Making a Complaint or Giving Feedback
At Pathfields Medical Group, we value patient feedback to help us review and improve the services we offer. Every patient has the right to make a complaint about the treatment or care they have received.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
There are different ways you can send us feedback. Find more information about giving feedback or making a complaint below.
How to give patient feedback or raise a complaint
A complaint or feedback can be made verbally or in writing. This can be done via email d-icb.pathfieldsfeedback@nhs.net.
Alternatively, you can put your complaint in writing to:
Complaints Team
Pathfields Medical Group
Crownhill Surgery
PLYMOUTH
PL5 3BN
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints team will acknowledge all complaints within three business days.
We will aim to investigate and provide you with the findings within 28 days. If for any reason we are unable to respond within 28 days (for example we need to speak to a member of staff who is on annual leave), we will contact you to let you know.
Investigating complaints
Pathfields Medical Group will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Pathfields Medical Group will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third Party Complaints
Pathfields Medical Group allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception or via this link Third Party Complaints Declaration
Final response
Pathfields Medical Group will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, you ask for a call back from a Team Leader.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
REDDITCH
B97 9PT
03003 112233