Practice Complaints Procedure
We try to offer the best service we can at all times. There may be occasions when you feel this has not happened.
We like to handle complaints ourselves since most arise from misunderstandings. It is best for all concerned to put things right as quickly as possible.
If you have a concern or wish to make a complaint, please ask to speak to any member of staff or contact the management team.
The management team will listen to your complaint and discuss with you how best to resolve it.
This may mean one of the following:
– A verbal explanation
– A written reply
– A discussion with the doctor
– A further discussion with the management team after investigating your complaint.
– It will be our aim to answer all your questions. However, if it is not possible, we will be able to suggest further options for action.
By Email – [email protected] FAO Management team
If you have put your complaint in writing or an email to Management Team . You will receive a written acknowledgement within 10 working days, which may be a full reply, the offer of a meeting to discuss the investigation of your complaint, or a letter outlining how your complaint will be dealt with together with timescales involved.
If you prefer not to raise your complaint with the practice directly, or you are still dissatisfied following the investigation of your complaint,
SUFFOLK HEALTHWATCH
This provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.
INDEPENDENT REVIEW
If the doctor or patient is dissatisfied with the outcome of the complaints procedure a request for review may be made to the ombudsman.
The contact details are:
By Post – The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
By Phone – 0345 0154033
By Email – [email protected]
Website – www.ombudsman.org.uk
Opening hours: Monday to Friday 8:30 –17:30