Complaints
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know, by submitting our feedback form. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
How to complain
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 doing that 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. You should address your complaint in writing to the Practice Manager (a form is available should you wish to use one). 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.
Complaining on behalf of a third party
If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
A Third Party Consent Form is available online.
What we will do
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 investigation.
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to: NHS England’s Customer Contact Centre.
NHS England
PO Box 16738,
Redditch,
B97 9PT
Telephone: 0300 311 2233
Email: [email protected]
The Parliamentary and Health Service Ombudsman
If you remain dissatisfied after contacting NHS Norfolk you can address your concerns to:
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP
Tel 0345 0154033
www.ombudsman.org.uk
Documents to Download
The following documents are available to download should you wish to make a complaint: