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We know that not every concern needs a formal complaints process. If you would simply like an explanation, or for us to put something right, please tell us. We will always do our best to resolve concerns quickly and fairly.
Feedback or Concern
- Usually resolved through discussion on the day
- Helps us improve our service
- Can become a complaint later if you're unhappy
Formal Complaint
- Inability to resolve a concern or further investigation required
- Investigated under the NHS Complaint Standards
- Right to escalate if dissatisfied
We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families. You can provide feedback for any of the following:
- I have a suggestion.
- Something didn't go as expected.
- I'd like someone to contact me to resolve an issue.
- I want to compliment the team.
Share feedback or raise a concern online
Where you are not able to resolve your concern in this way and wish to make a formal complaint you should do so, preferably within writing or using the link below, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
Alternatively, you can send your complaint to our Practice Manager at:
Elmham Surgery
Holt Road
North Elmham
Dereham
Norfolk
NR20 5JS
Swanton Morley Surgery
Dereham Road
Swanton Morley
Dereham
Norfolk
NR20 4LT
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
- Telephone: 01603 595857
- Visit to Norfolk and Waveney ICB
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.
Confidentiality
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
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112 • Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage
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
Milbank
London
SW1P 4QP
Parliamentary Health Service Ombudsman (PHSO)
Citygate
Mosley Street
Manchester