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Customer Services

Our Customer Services team are on hand to help you if you wish to make any suggestions or comments about our services, send us compliments or make a complaint. Anyone who is receiving, or has received, treatment or services from Livewell Southwest can send us a compliment or make a complaint. If you cannot do this yourself, we are happy for someone to do this on your behalf, however, a third party should have your permission to do so. Complaints should be made as soon as possible to aid with investigations and within 12 months of an incident occurring. In exceptional circumstances we will receive complaints after this period. Compliments and complaints enable us to recognise good work and improve the services that you receive, so please don't be afraid to contact us, whatever you have to say really can make a difference.

Please note that primary care services within Plymouth are commissioned by NHS England. Therefore if you would like to compliment or complain about your GP, Dentist, Pharmacist or Optician you should contact them, or the practice directly. The NHS England website can be found at www.england.nhs.uk and they can be emailed at england.contactus@nhs.net.

 

Letters of Appreciation

A compliment can go a long way to improving a service. Knowing what we're doing right and wrong are equally important in helping us to shape the future of the services received. A compliment can also have a beneficial influence of boasting staff morale; letting staff members know that what they do really does make a different to people's lives.

 

Complaints

We always try to provide the best possible care that we can, but sometimes things can go wrong and there may be times when you feel that you have reason to complain. You can either contact us informally to discuss any concerns that you have, or contact us with a formal complaint. Please state your complaint as clearly as possible as this will help us to investigate it quickly and thoroughly. If you think it would help, we are happy to meet with you to discuss the complaint. This can often be the most effective way of resolving problems.

We try to acknowledge all complaints within 3 working days. Once acknowledged we will agree with you how long it will take for you to receive a response. Our written response will advise you of the outcome, including a full explanation and apology, where appropriate. We will also inform you of any problems that we have identified and the improvements that we are making to prevent them from happening again.

If you find it difficult to complain, you can contact the Independent Health Complaints Advocacy service (IHCA) for support and guidance. SEAP provides the service in this area and their contact number is 0300 343 5719. Further information can be found on the SEAP website.

If you remain dissatisfied with our response you can contact The Parlimentary and Health Service Ombudsman, who can assess whether your complaint has been dealt with correctly and fairly.

The Parlimentary and Health Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk

Contact

Complaints and Litigation Manager
Local Care Centre
200 Mount Gould Road
Mount Gould
Plymouth
PL4 7PY

Tel: (01752) 435201

Email: customerservicespch@nhs.net