Practice Complaints Procedure

We constantly strive to give patients the best possible care and attention. We regularly review our service and have case discussions.

Complaints can be made verbally to any staff or in writing to the practice manager. In all cases we would respond to your complaint in 3 working days and offer you an opportunity to discuss the complaint with one of the Partners. Complaints should normally be resolved within 6 months. The practice standard will be 10 days for a response.

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person.

What we will do

We will try to
  • address your concerns fully
  • provide you with an explanation
  • discuss any action that may be needed

Other options

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. HELP US TO HELP YOU!

If you use this procedure it will not affect your right to complain to the Primary Care Trust if you so wish.

Downloads and links

Download a copy of our complaints procedure

Download a complaints form

Download our complaints leaflet

For further information on how to make a complaint please click here for the NHS Complaints procedure on NHS Choices website

Starcross

The Surgery
Church Street
Starcross
Devon EX6 8PZ

Reception opening hours
Monday to Friday - 8.30am to 6.00pm
(Closed from 1pm on Thursdays)

01626 890368

Exminster

The Limes Surgery
Church Stile
Exminster
Devon EX6 8DF

Reception opening hours
Monday to Friday - 8.30am to 6.00pm

01392 833230

The Westbank Practice provides family General Practice (GP) services to patients living in its catchment area.

The Practice area covers approximately 50 square miles. To the West the Exe Estuary, to the South the English Channel and the town of Dawlish, to the East the Haldon Hills and in the North the city of Exeter.