Feedback and complaints

Giving feedback

Our staff and doctors do their utmost to provide the best clinical and customer services to our patients as possible. Many of our patients are appreciative of this and do provide positive feedback. As in any occupation it is helpful and encouraging to receive positive feedback when you feel that we have done something well.

To provide feedback:

Healthwatch Norfolk

Healthwatch Norfolk is the independent voice for patient and service users in the county. They collect public views of health and social care services and make sure they are heard by people in charge.

The people who fund and provide services have to listen to patients, through local Healthwatch organisations. So, whether you have had a good or bad experience, your views can help to make changes to services in Norfolk.

Healthwatch Norfolk’s work covers all areas of health and social care, including GPs, hospitals, dentists, care homes, pharmacies, opticians and more. Join the conversation by sharing your experience or take a look at how you can get involved.

The organisation also provide information about the health and care services available in Norfolk and direct people to someone who can help.

There are lots of ways to share your experience about health and social care services with Healthwatch Norfolk, so everyone has the same chance to be heard. You can leave feedback directly via their feedback centre, contact them directly on 01953 856029 or by emailing enquiries@healthwatchnorfolk.co.uk.

Join the conversation today and get involved to help us make a difference!

Complaints

We aim to give a good service to our patients based on clinical judgement.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. In the first instance it may be easier to talk to someone at the practice to see if the issue can be resolved.

Please do not hesitate to contact or ask to speak to our Practice Manager who will listen to your enquiry or complaint in person and do their best to help you.

Often it is not necessary to make a written complaint however if such an occasion does arise then please address your complaint for the attention of the Practice Manager:

  • We aim to acknowledge your complaint within three working days where possible.
  • Your complaint will be investigated and then we will write to you with the outcome of our findings.
  • If you wish to progress your complaint then on the bottom of our letter will be the contact details for NHS England Ombudsmen.