Suggestions and Complaints
We try to give you the best service we can. However, there may be times when you feel this has not happened. If you have a suggestion or complaint to make please follow the procedure below.
We can deal with most concerns informally in-house and aim to resolve these as quickly as possible. We hope that, should the need arise; you will use this method so that we can look into any problems or issues that may have occurred. If you wish to make a formal complaint please contact our Practice Manager. They can be contacted directly by telephone or by letter if you prefer. They will deal fully with your complaint and decide how best to resolve it.
Most matters can be resolved quickly and easily straightaway but we will make a full investigation on the rare occasions necessary. We aim to acknowledge all written complaints within three days. We will try to provide you with a full explanation and deal with any action that may be needed. We use all complaints, informal or otherwise, as a learning process to develop our practice policies and procedures to assure you of our best endeavours at all times.
If you would like a meeting with the doctor, we are happy to arrange for you to meet. If you would like to bring a friend or relative with you we fully understand. We hope by any of these means you will feel the matter has been thoroughly investigated to your satisfaction. If this is not possible we will direct you to the appropriate authorities.
You may request a copy our complaints proceedure from either surgery.
MAKING A COMPLAINT ON BEHALF OF SOMEONE ELSE
Confidentiality is our duty, and we will need the patient’s written consent if the complaint is not made by the patient in person.
COMPLAINING TO THE HEALTH AUTHORITY
You have the right to complain to the Ipswich and East Suffolk Clinical Commissioning Group (CCG) by contacting:
PALS (Patient Advice Liaison Service) Rushbrook House Paper Mill Lane
Freephone: 0800 389 6819 If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP
If you are happy with the service we provide please let us know