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Noticeboard

Bank Holiday Weekend - Monday 29th May 2017:

A reminder to our patients that all of our surgeries will be closed on Monday 29 May 2017 (Bank Holiday Monday).

The Ilfracombe and Combe Martin surgeries will reopen at 8.30am on Tuesday 30 May 2017, with Woolacombe opening at 8.30am on Wednesday 31 May 2017.

Our telephones are likely to be very busy on Tuesday 30 May and would ask for your patience whilst we deal with these calls.

Contact Details:

Are your contact details up to date? particularly your Mobile Number?

From time to time we may need to contact you quickly and if your details are out of date it can mean there is a delay. Check your details with the receptionist the next time you're in the surgery, or when you telephone to make an appointment.

You can also check and change your contact details Online through SystmOnline.

Please don't forget to change your childrens details if they use your mobile or landline number

One Small Step

Whether you’re looking to quit smoking, lose weight for that special occasion, become more active or reduce your alcohol intake, you've come to the right place.   OneSmallStep is a tailored service for the people of Devon. 

Visit https://www.onesmallstep.org.uk/ for further details.

Woolacombe Winter Surgery Hours

Please note - due to a drop in demand from patients, the Woolacombe Surgery will be closed every Tuesday from 1st February 2017.  Woolacombe patients are advised that they can attend either the Combe Martin or Ilfracombe Surgeries if necessary.

From 1st February 2017 the Woolacombe Surgery will  be open:

Monday, Wednesday, Thursday & Friday from 08:30am - 13:00.

Named Allocated GP

You may be aware that from April 2015 all practices are required to provide all their patients with a named GP who will have overall responsibility for the care and support that our surgery provides to them.

 

The allocated named GP will have overall responsibility for the care and support that our surgery provides to you. This does not prevent you from seeing any GP in the practice as you currently do.

You do not need to take any further action. If you wish to be told the name of your named GP, please ask the receptionists when you are next in the surgery or call the surgery on 01271 863119.  Alternatively this information is available on the top right hand side of your repeat prescription slip.

If you are unhappy with the named doctor allocated to you and have a genuine concern that this doctor will not be best placed to undertake the responsibilities assigned; then you can ask to be reallocated to another doctor.

Complaints Procedure

Combe Coastal Practice In-House Complaints Procedure

We always try to give you the best services possible and any problems or concerns that arise can usually be sorted out quickly and easily, often at the time and with the person concerned. However, there may be times when you feel this has not happened.

Where you are not able to resolve the issue in this way and wish to make a formal complaint you should do so, in writing to the Practice Manager, ideally within a few days, as this helps to establish what happened more easily. In any event this should be within 12 months of the incident. 

We hope you will use our in-house complaints procedure and allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. This complaints procedure is designed to provide properly authorised complainants with an explanation of the circumstances surrounding an adverse event. 

If you use this procedure, it will not affect your right to complain to the appropriate bodies whose contact details are detailed below.

We think it is important to deal with complaints swiftly and we will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. Our practice procedure is not able to deal with questions of legal liability or compensation. 

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this. 

What you should expect to happen to your complaint: 

1) You will be encouraged to put your complaint in writing to the Practice Manager. This should be within 12 months of the incident. 

2) The Practice Manager will acknowledge receipt of your letter within 3 working days and aim to respond to the complaint within 10 working days. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses. 

3) If the Doctors consider that the in-house procedure is inappropriate in a particular case, the Practice Manager will advise you how the complaint may be pursued through other channels, such as those listed on the back page of this leaflet. 

4) When looking into a complaint, the Practice Manager will liaise with the Doctors and any other staff members necessary to complete the investigation. Only those who need to know willbe told about your complaint. 

5) You may then receive a formal reply in writing, or be invited to meet with the Practice Manager to attempt to resolve the issue. 

6) When the investigations are complete you will receive a final response which will include details of the result of your complaint. It is your right to escalate the matter further should you remain dissatisfied with this response. 

Where your complaint involves more than one organisation we will liaise with them so that you receive one co-ordinated reply. We may need your written consent to do this. 

An annual review of complaints will be undertaken by the Doctors and the Practice Manager. 

Complaining on behalf of someone else:

We keep to strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require written consent from the patient to confirm they are unhappy with their treatment and that they give authority for you to speak on their behalf. 

Where the patient is incapable of providing such consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. 

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

Further advice and help can be obtained from the following organisations:

For GP Practices the commissioner is NHS England

NHS England can provide confidential, on–the–spot advice and support to help you sort out any concerns you may have. You can contact them at – Tel: 0300 3112233 or email: england.contactus@nhs.net   

Patient Advisory Liaison Service (PALS) 

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. You can contact them at - Tel: 0300 1231672 or 01392 267665 or via text 07789 741099 or email: pals.devon@nhs.net 

The NHS Complaints Advocacy Service 

The NHS Complaints Advocacy Service provides free help and support for people bringing formal complaints to the NHS. You can contact them at - Helpline: 0300 3305454 or email nhscomplaints@voiceability.org 

Care Quality Commission (CQC) 

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the CQC.

National Customer Service Centre: Telephone: 03000 616161 or via their website www.cqc.org.uk 

The Parliamentary Health Service Ombudsman 

Millbank Tower, Millbank, London SW1P 4QP

Tel: 0345 015 4033   Website: www.ombudsman.org.uk



 
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