Suggestions, Comments and Complaints

Comments and suggestions are always welcome, please fill out our feedback form.

All complaints will be treated seriously and dealt with as soon as possible. You will find details of our complaints procedure at reception and in the waiting room.

Your responsibilities to us are:

  • To recognise that problems can usually be resolved immediately within the practice
  • To address complaints to the practice complaints manager
  • To try and understand that practice staff are busy and not to make complaints about minor matters beyond our control
  • To understand that we have no responsibility for other areas of the NHS such as hospital waiting lists.

Your practice complaints manager is: Charlie McDowell – contact the practice.

Alternatively you can submit your complaint in writing to:

Practice Manager
East Harling & Kenninghall Medical Practice
Market Street
East Harling
Norwich
NR16 2AD

Procedure

The Practice will acknowledge your complaint within 3 working day and look to resolve your complaint within 14 working days.

In the event third party information is required which may delay the response the Practice will keep you informed.

The Practice Manager will look at 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

Care Quality Commission

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.