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If you are happy with the service that you have received, please complete a Friends and Family Test.

Complaints

The partners and staff at Grove Surgery strive to get things right, however with busy services, mistakes can happen. If they do, it is important that we put things right as quickly as possible and to use the experience to improve services and prevent future problems. With this in mind, we try to have a robust approach to dealing with complaints. Our aim is to listen, respond and improve.

If you feel that you have the need to make a complaint, we are always happy to listen. Please ask to speak to a member of staff or patient services manager who will endeavour to resolve your problem. If you prefer to document your complaint, the reception staff will give you a complaints form and will assist you with the process or alternatively, you can put this in a letter directly addressed to the patient services manager. This local resolution enables full investigation, review, learning and direct feedback for your complaint. The practice aims to acknowledge your complaint within three working days and aim to have looked into your complaint within 25 working days of the date you raised it with us.

Alternatively, if you do not wish to make your complaint directly to the practice, you should contact Norfolk and Waveney ICB as follows:

E-mail: nwicb.complaintsservice@nhs.net

In writing:

Complaints Manager,
NHS Norfolk and Waveney Integrated Care Board,
County Hall,
Martineau Lane,
Norwich,
NR1 2DL

Telephone: 01603 595857 (This is an answer machine service. Please leave a message requesting a call back.)

If you feel it necessary, you may contact the Health Service Ombudsman with your complaint, rather than talk to the practice.

You can contact them on:

Telephone: 0845 015 4033

Minicom: 0300 061 4298

Website: www.ombudsman.org.uk

However, we hope that you will allow us to investigate your complaint at the surgery. The practice will always try to offer assistance in the case of a concern, and will try to ensure matters are resolved to the satisfaction of the individual concerned, but will not deal with patients who are abusive.

Complaining on Behalf of Someone Else

If you want to complain on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless there is a valid reason why they cannot.

CQC Care Quality Commission

Telephone: 03000 616161

Website: www.cqc.org.uk