Suggestions, Comments and Complaints

Suggestions and Comments

We welcome all suggestions and comments on the services provided by the practice.

We endeavour to give our patients the best care and attention possible. We regularly review our service and complaints/suggestions allow us to see areas in which we can improve.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion or comment on how we can do things better to improve our patients’ experiences.

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 would like to submit a suggestion or comment, please use our Feedback triage.

Complaints Procedure

We always try to give you the best services possible, but there may be times when you feel this has not happened. In the event of this, please use our Feedback form.

If you wish to make a verbal complaint, please call our Care Navigators on 01473 907788. It may be something we can explain or put right immediately.

If you would like to complain more formally, please write to our Operations Manager, who will take full details of your complaint and decide how best to undertake the investigation.

You will receive acknowledgement of your complaint within 3 working days.

We will try to:

  • Fully investigate your complaint
  • Provide you with an explanation
  • Discuss any action that may be needed
  • Follow up any learning points with the whole team

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities that will be able to help you.

If you are not satisfied with our response, you may also complain to the Parliamentary Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

We hope you will use this procedure to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. However, we are not able to deal with questions of legal liability or compensation.

Please note that we must respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

A summary of complaints will be discussed with our Patient Participation Group (no patient details are disclosed) annually to look for any patterns and to ensure we have followed due diligence.

If you prefer, you can complain to the Customer Contact Centre, NHS England or if the complaint relates to Ipswich Hospital contact The Patient Advice & Liaison Service (PALS):

Customer Contact Centre
NHS England
PO Box 16738
Redditch Ipswich
B97 9PT
Telephone: 0300 311 2233

Patient Advice & Liaison Service
Ipswich Hospital
Heath Road
Ipswich
Suffolk
Telephone: 0800 328 7624

If you use the above procedure, it will not affect your right to complain to the Customer Contact Centre, NHS England if you so wish.