COMMENTS, SUGGESTIONS & COMPLAINTS

We aim to provide a high standard of service across all our surgeries and we hope you find your visit a pleasant one.

This page explains what to do if you have a suggestion for improving the quality of service or if you would like to make a comment or complaint about the level of service you have received.

COMMENTS AND SUGGESTIONS

We value your comments and suggestions.  We are committed to learning lessons from concerns and use them to review the services we offer and to look at ways of improving services at the surgery, to do that we also need to know what we do well.

All staff are here to help and they will do their best to deal with any of your concerns.

COMPLAINTS PROCEDURE

We try to offer you the best service we can at all times but we understand there may be occasions when you feel this has not happened.

We like to handle complaints ourselves since most arrive from misunderstandings.  It is best for all concerned to put things right as quickly as possible.  The way a complaint is dealt with depends on its nature.

If you have a compliment, concern or wish to make a complaint you can do this in a variety of ways:

In person or by telephone - The Practice Manager

In writing/email to the Practice Manager - hwh.admin@nhs.net

If you feel that you cannot raise your compliant with us or you are dissatisfied with the way we are dealing with your complaint you can also contact

NHS Suffolk and North East Essex Integrated Care Board (sneeicb) at sneeicb.complaints@nhs.net

Telephone 0800 389 6819 or PALS (Patient Advice and Liaison Service) Endeavour House, Russell Road, Ipswich, IP21 2BX

If you remain dissatisfied you have the right to ak the Parliamentary and Health Service Ombudsman to review your case.  The Ombudsman is an independant body established to promote improvements in healthcare through the assessment of the perforance of those who provide the services.

You can write to them at:-

The Health Service Ombudsman

Millbank Tower

Millbank

LONDON

SW1P 4QP

Telephone 03450 154033

CONSENT AND COMPLAINING ON BEHALF OF SOMEONE ELSE

If you are making a complaint on behalf of someone else we will need their informed consent for you to act on their behalf.  If someone lacks capacity to provide such consent we would need to be satisfied that you are acting in their best interests.

SUFFOLK HEALTHWATCH

This service 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.