If you have a complaint about the practice, please call the Practice Manager. If you prefer, you can write to us.
We will answer your concerns as soon as possible.
Saracen Way
Penryn
Cornwall
TR10 8HX
Telephone: 01326 372502
Email: letters.penryn@nhs.net
You can also fill in a patient feedback form on this website for suggestions or queries that are not a formal complaint.
Making a complaint
We make every effort to give the best service possible to everyone who attends our Practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If your concern relates to a specific issue — for example, if something hasn’t worked as expected — a call to the Duty Manager can often resolve things quickly and informally. You can also fill in a patient feedback form on this website for suggestions or queries that are not a formal complaint.
If we’re unable to resolve your issue immediately or within a timeframe that meets your expectations, you may wish to make a formal complaint. Please do so as soon as possible — ideally within a few days. This helps us understand the situation clearly and respond more effectively.
Formal complaints should be submitted within 12 months of the incident (or of becoming aware of the issue). Complaints should be made in writing to the Practice Manager. You may also use the Complaint Form below.
The Practice Manager will ensure your concerns are reviewed promptly and appropriately. Please be as clear and specific as possible when outlining the issue and, if you can, let us know what outcome you’re hoping for. This will help us respond thoroughly and constructively.
Complaining on behalf of Someone Else
We keep strictly to the rules of patient confidentiality. If you are not the patient, but are complaining on their behalf, we have to know that you have their permission. An written authority signed by that person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. We can provide you with a patient consent form on request.
What we will do
We will acknowledge your complaint within 3 working days. If we expect it to take longer to resolve, we will explain the reason. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
If you want to make a complaint about primary care services but do not wish to speak with the practice, please contact the Cornwall and Isles of Scilly Integrated Care Board
You can do this by:
Telephone: 01726 627975
E-mail: Ciosicb.complaints@nhs.net
Writing to us at: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin, PL31 2FR
Where can I get more help?
If you feel unable to make a complaint about an NHS service on your own, or would like the support of someone independent, contact The Advocacy People. They provide a local health complaints advocacy service. You can also call them on 0330 440 9000. The service is free and independent of the NHS. Other advocacy providers may charge you for their services.
If you are unhappy with the outcome of your complaint
If you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. They make the final decisions on complaints that have not been satisfactorily resolved by public organisations. The service is free for everyone. To make a complaint, go to the Health Service Ombudsman website or call 0345 015 4033.
