Complaints Policy


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We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the surgery who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure below.

Make a complaint online

Alternatively, you can send your complaint to our Practice Manager at:

Elmham Surgery
Holt Road
North Elmham
NR20 5JS

Swanton Morley Surgery
Dereham Road
Swanton Morley
NR20 4LT

Toftwood Medical Centre
2 Chapel Lane
NR19 1LD

Complaints Procedure

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Elmham Group of Practices.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.


Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.

Alternatively, ask to speak to the complaints manager, but note this may need to be a booked appointment. If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

Norfolk and Waveney Integrated Care Board
Complaints Manager
NHS Norfolk and Waveney Integrated Care Board
County Hall
Martineau Lane
Norwich, NR1 2DL

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain online to the surgery.


Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to within three business days to acknowledge your complaint. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.


Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.



We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.


Third party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.


Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.


Advocacy support


Further action

If you are dissatisfied with the outcome of your complaint from either Norfolk and Waveney ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower

Parliamentary Health Service Ombudsman (PHSO)
Mosley Street