Comments and Appreciation
If a member of our team has performed particularly well or you have been very pleased with the care you have received from our team we would love to hear from you.
To send us your comments you can either complete the form below or write to the practice.
Complaints
We always strive to deliver the highest standards of healthcare and to meet patient expectations for a timely and quality service to meet your clinical needs. However, if the service you have received at this practice falls below your expectations you have the right to raise a complaint or concern. This is written into the NHS Constitution on GOV.UK.
We have an in-house complaints procedure to deal with your complaint, although it does not deal with matters of legal liability or compensation. Also, we must adhere to the rules of medical confidentiality, and we cannot provide confidential information without appropriate authority if you are not the patient in question.
If you would like to raise a complaint or concern about any aspect of care, treatment, or service you have received at this practice, we would welcome the opportunity to hear from you and work together to address your concerns as quickly as possible.
If you would like to raise a complaint or concern to Vida Healthcare as the NHS service provider, you can do that by:
- – Telephone
- – Online
- – Post
- Make a complaint to the NHS organisation (in this case, Vida Healthcare) as soon as you can. Complaining directly may get the matter resolved quickly. Explain why you’re unhappy and how you want them to put things right.
- Give Vida Healthcare a chance to resolve your complaint and give you their final response. Make sure you keep copies of all letters about your complaint.
- If you are not happy with the response or how your complaint was dealt with and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO) who make 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 https://www.ombudsman.org.uk/making-complaint or contact the helpline on 0345 015 4033 (Monday to Thursday 8.30am to 5.00pm & Friday 8.30am to 12pm except bank Holidays)
Further information about the Ombudsman is available at http://www.ombudsman.org.uk.
Further information on how to complain is available at https://www.nhs.uk/contact-us/how-to-complain-to-the-nhs/
If you’re making, or thinking about making, a complaint, you could get help from an NHS complaints advocate. You can get advice from NHS complaints advocate at any stage of the process. Search online for ‘NHS complaints advocacy’ in your area.
Alternatively, if you feel that your complaint cannot be resolved locally at the practice, you can raise your complaint to NHS Norfolk and Waveney Integrated Care Board (ICB) as the commissioner of General Practice services in our area.
You can raise a complaint with NHS Norfolk and Waveney ICB by:
- Telephone: 01603 595857
- Email: [email protected]
- Post: NHS Norfolk and Waveney ICB, County Hall, Martineau Lane, Norwich, NR1 2DH
For more information about NHS Norfolk and Waveney’s Complaints process, please visit their website at https://improvinglivesnw.org.uk/about-us/our-nhs-integrated-care-board-icb/complaints/
Please note that you cannot raise the same complaint to both organisations.
It would help us if you would use the attached complaint form to write down the nature of your complaint and then return it to the practice. Please ask one of our senior receptionists to help you, if necessary.
We will send you an acknowledgement of your complaint within 3 working days.
Our complaints form is available for download by clicking the link below.