We aim to provide patients with the best care we can, but will sometimes fall short of the mark. If you have any comments, concerns or complaints about our service, we want to hear about it.
Please do not use the complaints process to ask for medical assistance. Complaints are not checked on a daily basis, and the investigation and response may take months. Please ask for medical assistance via the online form or by telephone on 01726 75555.
Please do not use the complaints process to ask for medical assistance. Complaints are not checked on a daily basis, and the investigation and response may take months. Please ask for medical assistance via the online form or by telephone on 01726 75555.
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Making a Complaint Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
Easy read complaints guide
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Please download a complaint form and send it to our Complaints Manager at : St Austell Healthcare 1 Wheal Northey St Austell Cornwall PL25 3EF What we do next We aim to acknowledge receipt of all complaints within 3 working days, and aim to have it fully investigated within the following timescales: Straightforward / single issue complaint – within 3 months Complex / multiple issue complaint – within 6 months. | ||
Removal from the practice list
GP practices may apply to remove patients from their list if the relationship between the patient and the practice has broken down.
Patients cannot be removed from a practice list because they have made a complaint. However, the basis of the complaint may mean that the relationship between patient and GP practice has already broken down.
Patients may also be removed from a practice list if they move out of the area covered by their practice. Details of our Practice Area can be found on this website under Patient Information.
GP practices may apply to remove patients from their list if the relationship between the patient and the practice has broken down.
Patients cannot be removed from a practice list because they have made a complaint. However, the basis of the complaint may mean that the relationship between patient and GP practice has already broken down.
Patients may also be removed from a practice list if they move out of the area covered by their practice. Details of our Practice Area can be found on this website under Patient Information.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. These patients will be asked to attend a special clinic for any further consultations at which the police will have to be present.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. These patients will be asked to attend a special clinic for any further consultations at which the police will have to be present.