How To Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If not, and you wish to make a complaint, we would like you to let us know as soon as possible. You can contact us by letter, e-mail, by phone or in person.

All complaints should be addressed to the Operations Manager. Alternatively, you can ask for an appointment with the Operations Manager, in order to discuss your concerns.

Complaints Procedure

We will acknowledge your complaint within 3 working days, verbally or in writing, and provide you with a report on our findings within 28 days. During the investigation, We will keep you informed of progress.

When we look into your complaint, we aim to:

• Ascertain the full circumstances that gave rise to your complaint.
• Make arrangements for you to discuss the problem with those concerned (If you wish to).
• Identify what the practice can do, to make sure the problem does not occur again,
• Take appropriate action to achieve this.
• Ensure you receive a full report of our findings and an apology where appropriate.

Patient Complaints Procedure Leaflet
Patient Complaints Procedure Document

Complaining On Behalf of Someone Else

Please note we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we need to know that you have their permission to do so. A letter signed by the person concerned will be needed. If the person, is not able, (because of illness) to provide this. Then we need a letter from a solicitor informing us that you have consent to act on the persons behalf.

We hope that if you have a complaint, you will use our practice complaints procedure which is also called “local resolution”. We believe this will give us an opportunity to improve our practice. However, if you feel you cannot raise your complaint with us directly, or you want advice, you can contact the following organisations:-

NHS England either by telephone on 0300 311 2233 or by e mail at England.contactus@nhs.net You can also contact NHS England website through this link: www.england.nhs.uk/contact-us/complaint/

The CCG Complaints Team can direct you to the best place to have any complaints answered, and can be contacted by Telephone: 01206 286941 (with confidential answer phone) or You can contact the Complaints Team by email at neeccg.complaints@nhs.net.

If you prefer to write: The Complaints Manager NHS North East Essex CCG , Colchester Primary Care Centre, Turner Road Colchester. Essex CO4 5JR

PALS – Patient Advice & Liaison Service are there to help patients, carers, relatives and friends to resolve any problems as quickly and easily as possible, and to provide any information they may require. You can contact PALS by email to pals.nee@nhs.net. Telephone: 0800 328 5620 or 01206 286939 or write to:

PALS NHS North East Essex CCG Colchester Primary Care Centre, Turner Road, Colchester Essex CO4 5JR

ICAS is an independent complaints Advocacy service. It is a free, client-led, independent and confidential service to help you if you wish to make a complaint about the NHS.

You can contact POHwER ICAS (Essex) by e mail pohwer@pohwer.net  By phone 0300 456 2370 or through their website www.pohwer.net/essex  or in writing to PO Box 14043, Birmingham, B6 9BL

Healthwatch Essex    You can contact Healthwatch  by e mail enquiries@healthwatchessex.org.uk  or by phone  01376 572829 , or through the website  www.healthwatchessex.org.uk  or in writing to Healthwatch Essex, RCCE House, Threshelfords Business Park, Inworth Road, Feering, Essex CO5 9SE

PHSO  Parliamentary Health Service Ombudsman
 We hope that problems can be resolved with us through our complaints procedure, but if not, you have a right to approach the (PHSO) Parliamentary Health Service Ombudsman for an independent review. This must be done within 6 months of the date that your receive a full response from us.

You can contact the PHSO by phone Customer helpline 0345 015 4033  or you can use the Call Back Service

If you would like to use this service, please text ‘call back’ with your name and your mobile number to 07624 813 005. The text will be charged at your standard text rate.  We will acknowledge your text at no cost to you and call you back within one working day during our office hours, again at no cost to you.

We hope you never have cause to complain about our services, but if you do have a concern please do not hesitate to let us know.