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We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem can not be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible.
Complaints should be addressed to the Practice Manager. Alternatively you may ask for an appointment in order to discuss your concerns. You can use the complaints form provided on this website should you wish. Alternatively, you can pick up a complaints pack from reception.
All complaints will be acknowledged within two working days and will initially be dealt with in-house. Our aim is to have looked into your complaint, usually within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation.
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. We require a note signed by the person concerned, unless they are incapable (because of illness) of providing this.
You can if you wish use our suggestions and complaints form on this website in the patient toolbox section to make a complaint or suggestion.
The practice management team hope that if you have a problem with the service you have received, that you will use the Practice Complaints Procedure.
However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact NHS England
The Complaints Manager
PO Box 16738
Redditch, B97 9PT
Telephone: 0300 311 22 33 – Mon to Fri 8am to 6pm
For all complaints, comments, advice and support relating to community services and secondary care and for general advice relating to NHS services, please contact the Clinical Commissioning Group's patient experience team.
If you would like to issue a complaint - Download the attached document and return to the address included.
If you feel you have not had the service you expected from the National Health Service (NHS) and want to complain, the law says you have the right to have the support of an advocate. An advocate is an experienced worker who can help and support you to make your complaint.
Get an eConsult response
within 24 hours
Medical Care when we are closed
NON-EMERGENCY: Have a look at out "Get health information" page. Alternatively, call 111 for non-urgent medical advice.
MINOR INJURIES: We do not provide a minor injuries service. You should attend A&E or a local minor iunjuries unit. The LIVE WAITING times for these services are listed here.
EMERGENCY: Dial 999 or go to your nearest A&E Department (you must not dial 999 for anything other than an emergency)
If you do need to attend the emergency department at Torbay Hospital please read this leaflet.