Suggestions, Comments and Complaints

The practice works to continually improve the service we offer and would like to hear from patients who wish to make a complaint, comment or suggestion.

Compliments

We would like you to let us know when you have been happy with the service you have received, including where a member of staff has made your experience of our service a positive one.

You can provide compliments by:

  • Giving verbal compliments directly to a staff member or a member of the management team
  • Completing the Friends and Family Questionnaire
  • Via NHS choices website
  • Writing to the Service Development and Governance Manager
  • Via patient feedback boxes in our waiting rooms

Suggestions

We are also keen to receive any suggestions you have on how we might improve our services. You can do this through any of the above methods or you might be interested in joining our Patient Participation Group (PPG) through which patients work with the practice to improve our service.

If you are interested in joining the PPG, please complete our PPG Registration form.

Complaints

We hope you are happy with the care and treatment you have received from the practice.

However, should you have any concerns about the service you have received, please speak to one of our receptionists who will be happy to help.

If you are not able to resolve your concerns in this way and wish to make a formal complaint you should do so, either verbally or 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.

Please address your complaint to:

Safeguarding and Complaints Manager
East Norfolk Medical Practice
The Lighthouse Medical Centre
Howard Street South
Great Yarmouth
NR30 2PT

Or by email to: nwccg.enmpcomplaints@nhs.net

Alternatively you can complain to
NHS England
PO Box 16738
Redditch
B97 9PT

Tel: 0300 311 2233
Email: england.contactus@nhs.net