Suggestions, Comments and Complaints

For any suggestions, comments or complaints please use our feedback form.

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 via:

Lakenham Surgery
1 Ninham Street
Norwich
NR1 3JJ

Telephone: 01603 765550

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:

NHS England
PO Box 16738
Redditch
B97 9PT

Telephone: 0300 311 2233

Email: england.contactus@nhs.net

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

Email: phso.enquiries@omdbudsman.org.uk

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.