Make a complaint
At St Austell Healthcare, we value patient feedback to help us review and improve the services we offer. There are different ways you can send us feedback.
Find more information about giving feedback or making a complaint below.
How to give patient feedback
We aim to provide patients with the best care we can, but will sometimes fall short of the mark. If you have any comments, concerns or complaints about our service, we want to hear about it.
Please do not use the feedback or complaints process to ask for medical assistance. These are not checked on a daily basis, and the investigation and response may take months. Please ask for medical assistance via the online form.
Send us feedback
This form will open your default email client to send the message to the complaints mailbox.
Making a Complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
- within 12 months of the incident,
- or within 12 months of you discovering the matter which is the subject of the complaint - giving as much detail as you can.
Please download a complaint form here and send it to our Complaints Manager at :
St Austell Healthcare
1 Wheal Northey
St Austell
Cornwall
PL25 3EF
What we do next
We aim to acknowledge receipt of all complaints within 3 working days, and aim to have it fully investigated within the following timescales:
- Straightforward / single issue complaint – within 3 months
- Complex / multiple issue complaint – within 6 months.
How to make a complaint about an NHS service
If you’re unhappy with an NHS service, then it’s worthwhile talking about your concerns with us early on, as we may be able to sort it quickly.
If you would prefer to speak to someone else outside of our surgery, then you can contact the Patient Advice and Liaison Service (PALS). This is a free, confidential and independent service that you can use to talk to someone who understands the complaints process and can offer some guidance and support.
Complaining about NHS services
You can find more information about making a complaint about NHS services on the NHS website.