The Rame Group welcomes comments, compliments, concerns and complaints on the services provided.
We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.
We’ll let the staff involved know and share the good practice across our teams.
Giving feedback
To provide feedback:
- use the Accurx service
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01752 813 277
Making a complaint
We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that it is often most effective to sort problems out quickly and informally. Please talk to any member of staff if you have a problem or concern.
Complaints procedure
The Rame Group welcomes comments, compliments, concerns and complaints. We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that it is often most effective to sort problems out quickly and informally.
Please talk to any member of staff if you have a problem or concern.
The NHS complaints procedure
The NHS complaints procedure is a more formal way of resolving a concern. We want to assure people that they can make a complaint without fear of their care being affected. We believe it is important to understand why things go wrong so we can prevent such things happening again.
The Parliamentary and Health Service Ombudsman
There are two stages to the complaints procedure. The first stage is called ‘Local Resolution’. This is where we work with you to resolve your complaint. If, after this, you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an ‘Independent Review’.
The Independent Complaints Advocacy Service (ICAS)
The Independent Complaints Advocacy Service (ICAS) can help you make a complaint if you wish. Email is not used by the practice for this purpose, as communication via the internet is not secure and we have no control over the confidentiality of patient information that has been transmitted electronically outside NHS networks.
Please try to make your complaint as soon as possible, as we can conduct a more effective investigation, when events are fresh in team members’ minds. There are time limits; normally 12 months after the event you are complaining about (or became aware of the matter for complaint). However, there are exceptions to this and we will always try to help as much as we can.
If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.
Formal complaints
If you want to make a formal complaint, please contact the practice manager. The practice manager will discuss with you how you would like your complaint resolved and how long this might take. The person who investigates your complaint may need to talk to other staff and look at your medical records. They will be careful to ensure that any information about you is kept confidential. Your complaint will not be recorded in your medical notes.
We will acknowledge your complaint and how we have agreed to resolve it within three working days. We will keep you informed of progress; letting you know of any delays in resolving your complaint. We will usually advise you of the outcome by letter; however, we are also happy to meet with you. We will let you know the outcome of the investigation and of action taken as a result. If you are unhappy with any aspect of how we have handled your complaint, we would prefer you to tell us. This means we can discuss if there are any other ways of locally resolving your comments.
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.
However, AI-generated text can sometimes:
•include information that is inaccurate or not relevant;
•use overly formal or legal language;
•make complaints longer or more complex than necessary; or
•make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
•what happened;
•when it happened;
•how it affected you; and
•what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal letter.
If you choose to use AI tools, we recommend that you:
•check the wording carefully to ensure it reflects your own experience;
•remove any information that is inaccurate or not relevant; and
•take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful: Using AI tools to help your complaint
If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.
Cornwall Partnership NHS Foundation Trust
The site is shared between Cornwall Partnership NHS Foundation Trust and The Rame Group Practice to benefit the local population and therefore patient information may be shared between the organisations.
If you have a complaint or comment regarding Cornwall Partnership NHS Foundation Trust you can telephone on 01208 834620 or email at cpn-tr.palscft@nhs.net.
Complaints contact information
The Rame Group Practice
Trevol Road
Torpoint
Cornwall
PL11 2TB
Phone
01752 813277
Independent Complaints Advocacy Service (ICAS) Via Cornwall County Council website
www.cornwall.gov.uk)
Healthwatch Cornwall Website
www.healthwatchcornwall.co.uk/help-making-complaint
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
0345 015 4033
Websites
www.ombudsman.org.uk
www.ombudsman.org.uk/make-a-complaint
(to complain online or download a paper form)
GP’s practices by law are required to have their own complaints procedures. As such it is recommended that patients approach the practice in the first instance to resolve the issue or complaint. However, if patients have concerns about doing this, from the 1st July 2023 patients should contact NHS Cornwall and Isles of Scilly Integrated Care Board (ICB) in one of the ways outlined below and they will arrange for the complaint to be investigated by the regional hub team:
Email
Ciosicb.complaint@nhs.net
Phone
01726 627975
Post
NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin, PL31 2FR