At Coast Medic Ambulance, 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.
Our Commitment to Feedback
- 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
Our approach meets the requirements of Care Quality Commission (CQC) and relevant legislation.
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.
You can make a complaint by:
- Online
- Telephone
- In writing
Complaints may be made by:
- A patient
- A relative or carer
- Someone acting on behalf of a patient (with appropriate consent)
What Information to Include:
To help us investigate your complaint thoroughly, please include:
- Your name and contact details
- The date and location of the incident or service
- A clear description of your concern
- Names or roles of staff involved (if known)
You do not need to use formal language, and support is available if you require help making a complaint.
What Happens Next
- Acknowledgement
We will acknowledge your complaint promptly, usually within 3 working days. - Investigation
A senior manager 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
- How we aim to prevent a recurrence
- Learning and Improvement
Outcomes from complaints are reviewed as part of our governance and quality assurance processes.
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.
The CQC does not investigate individual complaints but uses feedback to inform how services are monitored and inspected.
Compliments and Positive Feedback
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:
- Online
- Telephone
- Written correspondence
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
- In line 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.
Contact Us
Telephone: 01326 755120
Postal Address: Coast Medic, TIC, Penryn Campus, Cornwall, TR10 9TA.
If you require support to make a complaint or provide feedback, please let us know and we will do our best to assist.