Feedback, Compliments and Complaints

There are three main ways to feedback about your experience of our GP Surgery and the service we provide.

Friends and Family Test

The NHS Friends and Family Test (FFT) was created to help understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment.

We use the information captured via the Friends and Family Test to improve our service. It is anonymous, so if you would like to discuss your experience, it is better to contact us through our general feedback form.

Feedback and Compliments

We are continually looking to turn your feedback into real improvements in our services. We use it to focus on what matters most to our patients, their carers and their families.

If you want to share your experience or have a suggestion on how we can do things better to improve our patients’ experiences, please complete the below form. We’d also like to hear from you if you are pleased with the service you’ve received. We’ll let the staff involved know and share the good practice across our teams.

If you can’t complete the form or would find it easier to discuss your experience you can contact the practice in-person or via telephone.

Complaint Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

In the first instance please discuss your complaint with the staff member or department lead concerned. Where the issue cannot be resolved at this stage, please contact Mrs Sheila Curtis (Complaints Manager) on 01603 782155 who will try to resolve the issue and offer you further advice on the complaints procedure.

If your problem cannot be resolved at this stage and you wish to make a more formal complaint, please let us know as soon as possible by email to nwicb.hwmc@nhs.net or by letter.

The practice will acknowledge your complaint within three working days and we will inform you how long the investigation and response may take. We aim to resolve complaints as quickly as we can and will keep you informed of progress. Our aim is to offer you a comprehensive written response and/or a meeting with the person(s) involved. When the practice looks into your complaint you will:

  • have your complaint acknowledged and properly looked into.
  • be kept informed of progress and told the outcome.
  • be treated fairly, politely and with respect.
  • be reassured that your care and treatment will not be affected as a result of making a complaint.
  • be offered the opportunity to discuss the complaint with a complaints manager.
  • expect appropriate action to be taken following your complaint.

Further advice can be found on the NHS England website.

What we will do
When we investigate your complaint, we will aim to:

– Find out what happened and what went wrong.

– Make it possible for you to discuss what happened with those concerned, if you would like this.

– Make sure you receive an apology, where this is appropriate.

– Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else
We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining to NHS England
We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.

Unhappy with the outcome of your complaint?
If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033.

Need help making a complaint?
If you want help making a complaint, Healthwatch Norfolk can help you find independent NHS complaints advocacy services in your area.