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 01953 881247
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- Within 12 months from the date of the incident that is the subject of the complaint.
- Within 12 months from the date you first became aware of the issue or event that is the subject of your complaint.
If you are a registered patient, you can complain about your own care.
Complaints can be submitted using the feedback form above or sent in writing to:
Patient Services Manager
Watton Medical Practice
24 Gregor Shanks Way
Watton
Thetford
IP25 6FA
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This confirms that they are unhappy with the treatment they have received and that they consent to us discussing and handling the complaint with another person on their behalf.
Please ask at reception for a complaints form. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
The Patient Services Manager will aim to acknowledge receipt of your complaint within 72 hours. The acknowledgement will include information about the complaints process, expected response times, and the NHS complaints procedure.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.