We always try to provide the appropriate service in the appropriate way, but there may be times when you feel this has not happened.
If you have a complaint or concern about the Practice, our service, or the care you have received, we would like you to tell us so we can review what has happened and provide an explanation why things were not as they should have been. Our review may lead to some training or learning for our team.
We take all complaints seriously and investigate them fully, apologising where things have gone wrong. We hope that concerns can be resolved at a local level and your initial concerns should be raised in writing to Garry Whiting, our Managing Partner at the surgery or via E Mail to mail.heathgate@nhs.net
A copy of our complaints leaflet is available by clicking here. If the concern is about the Managing Partner, your complaint should be addressed to our lead GP Partner, Dr Tony Ames.
A complaint must be made within 12 months of an incident happening or you becoming aware of the matter being complained about. Complaints will be acknowledged within 3 working days, providing a time scale by which our full response will be made. This may vary depending on the review or investigation we need to undertake. The complaint will be investigated in full with independent clinical or managerial overview if necessary.
Whilst we would rather see any comments of complaints about our service made directly to us for resolution, you can complain to the Norfolk and Waveney Health Care Commissioners at, Norfolk and Waveney ICB, Complaints Team, County Hall, Martineau Lane, Norwich, NR1 2DL. The contact number is 01603 595857.
If you are unhappy with our response to your complaint, you can self-refer yourself to the Parliamentary and Health Service Ombudsman. They can be contacted on 0345 015 4033 or you can visit their website at www.ombudsman.org.uk