Have Your Say

If you have any complaints or concerns about the service you have received either from the doctors or the staff working here, or have any suggestions to improve the service, please let us know. You can contact us by telephone or in writing to the surgery address. You can also submit a form via SystmConnect, by selecting the "other admin request" option.

The Practice will ensure that all complaints are investigated as thoroughly and as speedily as possible.

The following documents are available from reception or can be downloaded by clicking on the name of the document in the list below:

• Patient Complaints Leaflet (pdf)
• Patient Complaints Form (pdf)
• Patient Advice & Complaints Factsheet - Devon Clinical Commissioning Group (pdf)

Making a complaint about primary care services

From 1st July 2023, patients who wish to make a complaint about primary care services in Devon should contact the local integrated care board (ICB), NHS Devon, for advice and signposting. This includes GPs, dentists, opticians, and community pharmacy services.

NHS Devon will support patients and their representative with any concerns or complaints regarding primary care services in Devon. However, in all cases, NHS Devon will recommend a complainant raises their concerns or complaint directly with the healthcare provider: this is the organisation where the patient received the NHS service, for example a GP surgery or dental surgery.

Contact details:

• Telephone: 0300 123 1672
• Email: d-icb.patientexperience@nhs.net
• Post: Patient Advice and Complaints Team, Pomona House, Edginswell Business Park, Oak View Close, Torquay, TQ2 7FF

Click here to read other contact information on the One Devon website

Patient Participation Group (PPG)

We have invited expressions of interest to join our Patient Participation Group.

The purpose of the group is principally to help the practice to review and gather feedback from patients and carers and to set an action plan for the year ahead. We may also ask you to work with us on other projects which involve engaging with patients and carers.

We are looking for members of the patient group who will be representative of our practice population and who will be able to work with us constructively to help us to improve our services to, and engagement and communication with, patients and carers. Informal individual interviews with potential members will be held with Pip Rubbra, Nurse Partner and Kiran Bakhshi, Management Partner.

We intend to hold meetings quarterly, probably on a Tuesday lunchtime, at the Medical Centre.

GP Patient Survey

The GP Patient Survey is a voluntary, annual survey that assesses patient experience of healthcare services provided by GP practices. This includes experience of access, making appointments, the quality of care received from healthcare professionals, patient health, and experience of NHS services when their GP practice was closed.

2023 GP Patient Survey Results

We would like to say a massive thank you to all our patients who submitted a GP survey this year. The results have now been published and we are very proud that your appointment experience at the practice is well above the national average. We are also pleased to see that your experience with practice accessibility is mostly above the national average too!

However, we do recognise that there are areas we can improve and we will be continuing to look at this going forward, particularly with appointment availability and phone call accessibility.

If you would like to read our GP Patient Survey results, please click here.

Friends and Family Test (FFT)

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment.

Since the FFT was launched in 2013, millions of patients have submitted feedback. It's used by most NHS services, including community care, hospitals, mental health services, maternity services, GP and dental practices, emergency care, and patient transport.

For more information on the NHS FFT, please click here.

Okehampton Medical Centre - October 2024

In October, we received 440 FFT responses from our patients and 91% described their experience at Okehampton Medical Centre as 'Good' or 'Very Good'.

Thank you again to all our patients who took the time to provide feedback, we have read all of your comments and will continuously try to improve your patient experience.

Although the FFT is anonymous and we can't reply to individual responses, we do review all of the comments we receive and discuss trends with our Patient Group, which enables us to look at any issues that could contribute to our Practice Improvement Action Plan.

We have also acknowledged the experiences that were rated 'Poor' or 'Very Poor'. If you have a bad experience with us, and would like to discuss and resolve an issue, please get in contact directly so we can address your concerns thoroughly and appropriately. You can do this by filling out a Patients Complaints Form that you can either download from our website (there is a pdf form at the top of this page), or pick up from reception.

Please see our October results below: