Suggestions, Comments and Complaints
For any suggestions, comments or complaints please use our feedback form.
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily. 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 10 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
Tel: 0345 0154033 08:30-17:30, Monday to Friday
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:
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
Tel: 01603 289035/36/45