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.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01603 765550
- email us on nwicb.lakenham.surgery@nhs.net
Complaints
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, Charlotte Pike, who also has the role of Complaints Manager within the surgery.
Charlotte can be contacted via:
Postal address
Lakenham Surgery
1 Ninham Street
Norwich
NR1 3JJ
Phone
01603 765550 – option 1
Email
nwicb.lakenham.surgery@nhs.net
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:
Postal address
NHS England
PO Box 16738
Redditch
B97 9PT
Phone
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:
Postal address
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Phone
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 Charlotte Pike 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.