Complaints

Comments

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. 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.

You can download our complaints form here to print out and complete.

Complaints should be addressed to our Complaints Team, who are based at our Wymondham (Windmill)
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 their 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. PALS can be contacted on 0800 587 4132.