Feedback and complaints

We are always looking for ways to improve our services. Your feedback allows us to understand your views and to continue improving the service we provide.

Giving feedback

To provide feedback:

Complaints

Whist we make every effort to give the best service possible to everyone who attends our practice, we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. Under these circumstances we would wish for the matter to be settled as quickly and as amicably as possible.

If this is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. Alternatively, you can address your complaint in writing to the Practice Manager. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 14 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Phone
0345 0154033, 8:30am to 5:30pm, Monday to Friday

Website
www.ombudsman.org.uk

The Independent Complaints Advocacy Service (ICAS) supports patients and those carers wishing to pursue a complaint about their NHS treatment or care. The contact number for ICAS in the East of England for, Cambridge, Norfolk and Suffolk is 0300 456 2370. The address should you wish to write to them is:

PoHWER
PO Box 140 43
Birmingham
B6 9BL

You may also approach PALS for help or advice;The Patient Advice and Liaison Service (PALS) is based at Norfolk and Norwich University Hospital trust. They provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.

Norfolk & Norwich University Hospital
Colney Lane
Norwich
NR4 7UY

Phone
01603 289035/36/45