We welcome your compliments, comments, concerns and your complaints as these help to improve our services to you and other patients.
Staff appreciate it when patients, relatives or carers go out of their way to thank them for their efforts. We keep a record of all compliments that are received.
We would like to hear from you if you have any suggestions about how we can improve or have a concern. A concern is often best dealt with when it arises and as a practice we would encourage you to first explain to a member of staff who knows you and the situation. In many cases it should be possible to sort out the problem straight away by talking to staff or the Practice Manager.
We appreciate that sometimes there maybe occasions when you feel we may not meet the standards you expect and this leads to you making a complaint.
We take complaints very seriously and they are treated in confidence. We aim to resolve complaints quickly and fairly and will try to sort your any mistake or misunderstanding straight away.
It is helpful if you make your complaints as soon as possible. This will help us to investigate the issue effectively. The period of time where we can investigate is:-
Complaints are not kept in your records and will not affect ongoing or future treatment in any way.
If you are complaining or raising a concern on behalf of someone else, they will need to give their consent for us to share personal information with you.
It is important to be clear about what aspect of care has caused your complaint. Be specific and think about what you want to achieve. It will help us if you provide your full contact
details including a daytime telephone number.
If you feel you cannot bring your issues to the attention of the practice you could also contact:
Watch the Parliamentary and Health Service Ombudsman video using British Sign Language giving tips on making a complaint to the NHS in England including where to get advice and support.
West Suffolk House, Western Way, Bury St Edmunds, Suffolk, IP33 3YU
Telephone: 01284 758010
Website: West Suffolk CCG - PALS
A form is available on this site which can be completed and emailed:
By telephone 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding Bank Holidays)
Email firstname.lastname@example.org With ‘For the attention of the complaints manager’ in the subject line.
If the practice has had the opportunity to address all of you concerns you remain dissatisfied you have the right to ask the Ombudsman to review your complaint. The Ombudsman will only investigate a complaint if all attempts to resolve the concerns locally have been exhausted.
The Parliamentary and Health Service
Telephone: 0345 0154 033
The CQC is responsible for checking that every care provider that is registered with them meets important standards of quality and safety. However, the duties that they been given by Parliament do not include dealing with individual complaints about providers’ services.
If you have concerns that we are not meeting the CQC standards on the care you have received, you can speak to the CQC on 03000 616161.
111 is the NHS non-emergency number. It's fast, easy and free. Call 111 and speak to a highly trained adviser, supported by healthcare professionals.
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