Suggestions, Comments and Complaints
If you would like to make any comments about our service, please let us know.
Your feedback is extremely important to us as it helps us to see what we are doing well and areas for improvement.
Making a complaint
We do try our best to run the practice as smoothly and efficiently as possible. If you do have a problem, we will hope to sort it out quickly and easily for you with the person concerned or one of the management team.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily. In any event, this should be within 12 months of the date of the event that you are complaining about, or as soon as the matter first came to your attention.
State your case clearly, giving as much detail as you can. If you are a registered patient, you can complain about your own care. You have the right to complain about someone else’s treatment with their written authority, please obtain a complaint form from reception.
Send your written complaint to:
Reepham & Aylsham Medical Practice
60 Hungate Street
Aylsham, Norfolk, NR11 6AA
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within three working days and aim to have looked into the matter within ten working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this, we will let you know and keep you informed as the investigation progresses.
When looking into a complaint we will investigate the matter to see what happened and why, our aim is to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved, if you would like to do so.
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can communicate with someone else about it on their behalf.
Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your complaint.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond directly with the patient or may be able to deal directly with the third party, this will depend on the wording of the authority provided.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with them, so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further, if you remain dissatisfied with the response.
If you are dissatisfied with the outcome and complaining to other authorities
The majority of complaints are resolved locally at practice level. However, if you remain dissatisfied with the outcome or you feel you cannot raise your complaint with us you may contact:
The Health Service Ombudsman
Complaints helpline: 0345 015 4033 (open 08:30 – 17:30, Monday to Friday)
If you remain dissatisfied with the outcome you may refer the matter to:
If you remain dissatisfied after contacting NHS England you can address your concerns to:
08:30-17:30 Monday to Friday
The Independent Complaints Advocacy Service (ICAS) supports patients and those carers wishing to pursue a complaint about their NHS treatment or care. The contact number for ICAS in the East of England for, Cambridge, Norfolk and Suffolk is 0300 456 2370. The address should you wish to write to them is:
PO Box 140 43
Birmingham B6 9BL
You may also approach PALS for help or advice:
The Patient Advice and Liaison Service (PALS) is based at Norfolk and Norwich University Hospital trust. They provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.
Norfolk & Norwich University Hospital
Tel: 01603 289035/36/45