Complaints and Compliments -

Feedback on our services

At Coast Medic, we are committed to providing safe, effective and compassionate care. We welcome feedback from patients, relatives, commissioners and partner organisations, as it helps us recognise good practice and identify opportunities for improvement.

This page explains how to raise a complaint or share a compliment and how we will respond.

We take all complaints seriously and treat them fairly, openly, and without discrimination

Raising a concern will not affect the care you receive now or in the future

Compliments are shared with our teams and used to recognise excellence

Feedback helps us improve the quality and safety of our services

How to make a complaint

If you are unhappy with any aspect of our service, we encourage you to tell us as soon as possible so that we can address the issue promptly.

Ways to make a complaint

You can start a formal complaint online using the form at the bottom of this page, by telephone on 01326 755120, or in writing to our head office address: Coast Medic, TIC, Penryn Campus, Penryn, TR10 9TA.

Who can make a complaint?

Complaints can be made by a patient, a relative or carer, a member of staff, an organisation using our services or a member of the public.

Can I complain directly to the CQC?

Any genuine complaint maybe escalated to regulatory bodies. In the first instance, you should notify us directly.

What information should I include?

In order to help us investigate the complaint thoroughly, please provide as much relevant information as possible, including Your contact details, the date and location of the incident or service, a clear description of your concern and any names or roles of staff involved (if known). You do not need to use medical terminology. If you require support please do not hesitate to call us.

What happens next?

Acknowledgement

We will acknowledge your complaint promptly, usually within 3 working days.

Investigation

We will review the complaint, gather relevant information, and, where appropriate, speak with those involved.

Response

We will provide a written response explaining what we found, any actions taken or planned and how we aim to prevent a recurrence.

Learning and Improvement

Outcomes from complaints are reviewed as part of our governance and quality assurance processes.

Transparency

Where appropriate we will share our findings with regulatory bodies.

If you are not satisfied

If you remain unhappy with our response, you may escalate your concern to the Care Quality Commission (CQC), who regulate health and social care services in England.

You can contact the CQC by telephone on 03000 616161 between Mondays and Fridays, 8:30 am to 5:30 pm.

Compliments

We are proud of our staff and volunteers and are always pleased to hear when our care has made a positive difference.

If you would like to share a compliment, you can do so by:

Submitting a Compliment Online

The easiest way is to submit your compliment or positive feedback online using the form at the bottom of this page.

Providing a Compliment by Phone

You can call us on 01326 722150 to share your positive feedback.

Send a Compliment in Writing

You can send compliments including thank you letters/cards to our postal address. Please do not include any money or gifts. Send your compliment to Coast Medic, TIC, Penryn Campus, Penryn, Cornwall, TR10 9TA.

Compliments are shared with the individuals and teams involved and are used to recognise good practice and support staff development.

Confidentiality and fairness

All complaints and compliments are handled:

Confidentially and sensitively

Inline with data protection requirements

Without prejudice or blame

We encourage open and honest feedback and are committed to a culture of learning and continuous improvement.

Complaints and Compliments