Suggestions and Complaints

As a surgery we welcome all feedback, positive and negative, from our patients. Feedback from parents and carers of patients is equally important. We use your feedback to improve the service we provide, and to identify what’s working well.

We understand that we might not get things right every time. Therefore, it’s important that all patients know how they can make a formal complaint if you feel you have not received the expected benefit of our services.

If you express your wish to make a complaint directly to a member of staff (for example by phone) this will always be brought to the Complaints Team, who will contact you to let you know more about how your complaint will be investigated.

However, the best way to begin the process of making a complaint is to submit an email to the surgery. You should be sure to include your name, and your date of birth and/or your registered address (or the details of the patient in question if you are making a complaint on behalf of someone). Please provide as much background on the complaint as you are comfortable providing.

When we receive this email, it will be taken to our Complaints Team who will contact you. From there, you will be given a time frame in which you should expect the complaint to be investigated and a response given.

At this time, you will also be given information on what to do if you feel that we have not addressed your complaint in a way that you feel is acceptable.

The email address to send complaints to is “enquiriesatalbany.L83034@nhs.net” – please be aware that this inbox is not monitored constantly during the day, so an immediate response can never be guaranteed. If you have an urgent query, you should always call the surgery (01626 334411) to discuss.

Making a complaint to One Devon ICB

You may also make your complaint to One Devon ICB, the Integrated Care Board for Devon.

Their telephone number is: 0300 123 1672

Or you can email: d-icb.patientexperience@nhs.net

Postal address:

Patient Advice and Complaints Team
Pomona House
Edginswell Business Park
Oak View Close
Torquay
TQ2 7FF

For more information, please visit One Devon ICB’s Complaints website page here (click here).

Other Healthcare Services
Formal complaints relating to any other services or if patients want informal advice or to raise concerns or comments, then you should contact One Devon Integrated Care Board for the latest information and advice.

Please see their website (click here) for more information.

Advocacy services
If you are making a formal complaint, you are entitled to ask for an advocate to support you. Requests for an advocate can be made with the advocacy services listed below, their services is free of charge.

For people living in the rest of Devon, including Plymouth, advocacy is provided by Devon Advocacy Consortium.

Email: devonadvocacy@livingoptions.org

Phone: 0845 231 1900

Healthwatch
Healthwatch Devon, Torbay and Plymouth is the independent consumer champion for people using local health and social care services in the county. They can support you with feedback and experiences of health and care services.

Phone: 0800 520 0640

Email:
Devon: info@healthwatchdevon.co.uk