Suggestions, Comments & Complaints

Feedback

We appreciate all feedback, whether positive or negative, and do our best to use it to improve our services. Please submit feedback or if you’re interested in being more involved, you can find out more about joining the Patient Reference Group.

We welcome your views and constructive suggestions which will help us improve our service to you.

Practice Complaints Procedure

If you have a complaint about the service you have received from any of the staff working at this Practice, please let us know by using our Feedback triage. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our procedure meets national criteria. Complaint Forms are available from our Reception Staff, explaining the process and includes a form to complete.

If you feel you need to complain We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a more formal complaint, we would like you to let us know as soon as possible, ideally within a matter of days, or at the most a few weeks, as this will enable us to establish what happened more easily.

Complaints should be addressed to our Complaints Team, who are based at our Wymondham Surgery. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns who will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. 

Mechanism for dealing with a complaint

We shall aim to acknowledge your complaint within 3 working days. We will endeavour to find out the circumstances surrounding your complaint. We can then agree a plan on how your complaint will be dealt with and the timescales involved. We shall then be in a position to offer you an explanation, or a meeting with the Practice Manager. 

Who do I contact?

We hope that if you have a concern you will use our Practice complaints procedure. We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our Practice. 

If you have a genuine concern about a staff member or regulated activity carried on by this Practice, then you can contact the Care Quality Commission on 0300 061 6161, or alternatively, visit the CQC website.

You can also speak to NHS England who will take up the complaint on your behalf. They can be contacted on 0300 311 2233 or email england.contactus@nhs.net

If the Practice or NHS England response does not resolve your complaint, you can contact the NHS Ombudsman. They can be contacted on 0345 015 4033 or via their website. 

PALS (Patient Advice and Liaison Service) are also there to assist with advice, support and information on health related matters for patients, their families and carers.