The practice welcomes feedback via both compliments and complaints.

Compliments

Please submit feedback about the practice and this may be passed on at any time to any member of staff.

Complaints policy

We always aim to deliver the highest standards of care to all of our patients.  If however you are unhappy about your care, then please follow the advice below.

Our practice operates a complaint procedure as part of the NHS system for dealing with complaints. Should you wish to complain, please print off our complaints leaflet for more information.

The complaints manager for the practice is Jessica Bane, Assistant Practice Manager and IT Lead.

The deputy complaint manager in the complaints manager’s absence is the Practice Manager, Christina Armitage.

The lead GP partner for complaints handling is Dr Craig Russell.

Patients may raise a complaint or suspicion of child or vulnerable adult abuse under this policy.

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 complaints manager, our complaints form is available if you wish to use this.

Most problems can be dealt with locally but in some cases you may feel more comfortable speaking to someone not directly involved in your care. In this case, you can contact the commissioner, Norfolk and Waveney Integrated Care Board, by:

Telephone: 01603 595857

Email: nwicb.complaintsservice@nhs.net

Post: NHS Norfolk and Waveney ICB, County Hall, Martineau Lane, Norwich, NR1 2DH

Further details can be found at www.england.nhs.uk.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. 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.

What we will do

We will acknowledge your complaint within three working days and aim to have fully investigated within ten 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.
• 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 following a second response from or a meeting with the practice you remain dissatisfied with the outcome you may refer the matter to:

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

Telephone: 0345 0154033

Website: www.ombudsman.org.uk