Suggestions, Comments and Complaints

Suggestions & Complaints

The surgery always try to give you the best service possible; however, there may be times when you feel this has not happened.   This information explains what to do if you have a suggestion as to how we can improve our services to patients, or if you wish to express dissatisfaction.

The surgery offer an in-house procedure to deal with your concerns.  We hope that, should the need arise, you will use it to guve us an opportunity of looking into, and if necessary correcting, any problems that may have arisen.  This procedures is not able to deal with questions of legal liability or compensation.

Please note that we have to respect our duty of confidentiality to patients, and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please note that this practice follows the NHS complaints procedure when dealing with complaints, please contact the surgery via the Practice Manager, either directly by telephone, or by letter or you can click the link below and complete the online feedback form. He will take the full details of your complaint and decide how best to resolve it.

A copy of our practice complaints procedure is available at reception.

For any suggestions and comments, please complete our online feedback form.

Alternatively, patients can complain directly to NHS Norfolk and Waveney Integrated Care Board (ICB).  However, a patient can not complain to both the surgery and the ICB about the same matter.

Prior to taking forward a complaint, patients may wish to contact the NHS Complaints Advocacy Service, Voiceability.  This organisation can provide confidential advice and support to patients considering making a complaint.

We place great importance upon dealing with any complaints swiftly, and you will normally be offered a meeting to discuss matters with a senior member of staff within seven days.  Any delay will be to enable us to investigate the matter fully.   You may wish to bring a friend or relative with you to the meeting if you wish.

We will try to address your concerns fully, provide you with an explanation, and discuss any action that may be needed.  We hope that at the end of the meeting, you will feel that we have dealt with the matter thoroughly, and that it has been resolved to your satisfaction.   However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who may be able to help you.