Making a GP Complaint

We recommend you direct your concerns to the Practice Manager at your surgery, who can listen to your concerns. At every GP surgery, there has to be a complaints procedure to deal with any complaint and someone who is responsible for dealing with them.  They should have details of their complaints policy and procedure on their website for you to follow.  If you would like specific information, please supply the name of the surgery and we can describe this process to you.

If you are unhappy with the Practice Manager’s response or do not wish to go down that route, you can also contact the Clinical Director at the Primary Care Network responsible for the surgery.  Details of Primary Care Network contacts can be found here.

You may prefer to make a formal complaint to the Cornwall and Isles of Scilly Integrated Care Board. Please note that whilst the ICB will receive the complaints there will be a regional hub picking up the oversight of the investigations.  

Email address: Ciosicb.complaints@nhs.net

Telephone: 01726 627975

Address: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin, PL31 2FR

You could also relay your concerns to the Care Quality Commission (CQC) who monitors and regulates services provided by NHS contractors, to make sure they meet the fundamental standards of quality and safety.  Although, the CQC are not able to take forward complaints on your behalf, any information given to them will help to protect other patients.  The link to provide feedback to the CQC is here.

At any time during the process, you can ask for the support of an independent complaints advocate.  The local service for this is The Advocacy People (previously SEAP – Support, Empower, Advocate, Promote) and they can be contacted on 0330 440 9000 or via email.  More information can be found on their website.

However, if you require a GP appointment urgently, we recommend calling 111 which is open 24 hours a day, 7 days a week and they are online.