As a surgery team we all work hard to provide the best possible care and service to all of our patients. However, with almost 9,000 patients and over 200 appointments a day it is inevitable that on occasions things don't go to plan.
If at anytime you have any concerns we would encourage you to speak to the person involved at the time - very often matters can be resolved there and then.
We do understand that there are situations where people would prefer to speak to someone more formally or to put their concerns in writing. In either of these situations they are able to contact our Practice Manager, Tim Dennis, who also has the role of Complaints Manager within the surgery.
Tim can be contacted on 01603 765550 or in writing at Lakenham Surgery, 1 Ninham Street, Norwich, NR1 3JJ.
We do follow the NHS Complaints Procedure and all complaints are acknowledged within 3 working days.
It is helpful if any concerns are raised as soon as possible, as this does make the investigation of the circumstances much easier. The NHS Complaints Procedures states that complaints should be raised within 12 months of the event or within a year of the complainant first becoming aware of the matter.
We will however, consider a complaint outside this time period where there are good reasons for the complaint being delayed and subject to it remaining possible for the issues to be investigated fairly and effectively.
Whilst we would ask that any complaints are made direct to the surgery patients do have the option of raising their concerns direct with NHS England. Patients should however, be aware that they are unable to complain to both the surgery and also NHS England.
NHS England can be contacted in the following ways:
By post to: NHS England, PO Box 16738, Redditch, B97 9PT
By email: firstname.lastname@example.org
By telephone: 0300 311 2233
In the unlikely event that you are unsatisfied with the final response to your complaint then you are able to raise the matter with the Parliamentary and Health Service Ombudsman. Full details will be provided at the time, but the Ombudsman can be contacted at:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 0345 015 4033
If you are considering raising a complaint on behalf of a friend or family member then please speak to Tim Dennis who will be able to explain how this can be taken forward.
On a more positive note we do regularly receive letters and cards from patients thanking the doctors and staff for the care they are given. We are always very grateful to people for taking the time to contact us in this way.