Complaints Procedure

If you feel that you would like to make a comment or complaint about the service we offer, please get in contact with us.

Firstly, if something is not going right whilst you are with us, tell us straight away. We want to put it right if we can.

We welcome constructive criticism. We want to hear about it if something goes wrong and if something goes well. The practice operates a practice complaints procedure as part of the NHS system for dealing with complaints.

By Letter

Surgery Manager/Practice Manager
The Humbleyard Practice
Cantley Lane
Norwich
Norfolk
NR4 6TA

Procedure

We will look into your complaint and decide how best to resolve it. This may mean one or more of the following:

  • A verbal explanation
  • A written reply
  • A meeting with the practice manager
  • A meeting with a doctor

We will try to address your concerns with a full explanation and discuss any action which could follow.

It is our aim to answer all your questions. If there are any outstanding issues to your complaint and a resolution has not been achieved, please request a further response from the practice to address your concerns or attend a meeting to try and achieve a resolution.

If, following a second response or meeting, a resolution has still not been achieved, you can approach the Ombudsman to request that they investigate the complaint.

Alternatively, if you do not wish to make your complaint directly to the practice, you should contact NHS England as follows:

Customer Contact Centre NHS England
P O Box 16738
Redditch
B97 9PT

FAO: The Complaints Manager

The Parliamentary and Health Service Ombudsman can be contacted if you are unhappy with the response you have received from either the practice or NHS England. The Ombudsman is independent of the NHS.

Care Quality Commission

They inspect GP practices to ensure they are meeting essential standards of quality and safety.

Advocacy Service for NHS Complaints

This is a national service that supports people who want to make a complaint about their NHS care or treatment. For patients in Norfolk.