Comments, Suggestions, Complaints?

We aim to provide a high standard of service at all times and we hope you find your visit to the surgery a pleasant one.

This page explains what to do if you have a suggestion for improving the quality of service or if you would like to make a comment or complaint about the level of service you have received.


We value your comments and suggestions. We use them to review the service we offer and to look at ways of improving services at the surgery.

All staff are here to help and they will do their best to deal with any of your concerns.


Before making a complaint it is important to think about what you want to happen.
You may want

  • An apology
  • Someone to explain what has happened
  • Changes or improvements to be made
  • Mistakes to be recognised to make sure the same thing doesn’t happen again

The complainant has the right to:

  • Be heard and taken seriously
  • Receive full information and facts
  • Request an independent review
  • Complain to the ombudsman

The complainant has responsibilities to:

  • Explain the basis of the complaint
  • Respond within agreed timescales
  • Respect the complaints procedure


We try to offer you the very best service we can at all times. There may be occasions when you feel this has not happened.

We like to handle complaints ourselves since most arrive from misunderstandings. It is best for all concerned to put things right as quickly as possible.
The way a complaint is dealt with depends on its nature.

If you have a concern or wish to make a complaint please speak to any member of staff. Your complaint will be listened to and hopefully resolved.

If this isn’t the case it may be necessary for you to put the complaint in writing to the Business Manager. You will receive a written acknowledgement within 10 working days which may be a full reply, the offer of a meeting to discuss the investigation of your complaint, or a letter outlining how your complaint will be dealt with together with timescales involved.

If you prefer not to raise your complaint with the practice directly, you can contact NHS England as follows:

By Post – PO Box 16738, Redditch, B97 9PT
By Email –
By Phone – 0300 311 2233

They will then work with the NHS Local Area Team in Suffolk to investigate your complaint.


PALS is a free confidential information service giving on the spot help for patients, their families, carers and staff. They aim to resolve problems and concerns for people using NHS services quickly before they become a major issue.

They can be contacted by telephone on 0800 389 6819 or by email


This provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.


If the doctor or patient is dissatisfied with the outcome of the complaints procedure a request for review may be made to the ombudsman.

The contact details are:
By Post – The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
By Phone – 0345 0154033
By Email –
Website –

Opening hours: Monday to Friday 8:30 –17:30


We will respect our patients’ privacy and confidentiality.

Every person working for the NHS has a legal duty to keep information about patients confidential and not pass it on to a third party. If you want your medical records to be released to a third party you will need to complete and sign a consent form.

Surgery staff will not divulge patient information, including test results, dates of appointments and which doctor you have been seen by, to anyone other than the patient without the patients signed consent. This includes family members of the patient.

In order for our staff to abide by this policy you may be asked personal details to identify yourself when contacting the surgery.


Information is shared with other NHS organisations and services if it is relevant to your ongoing medical care


Patients’ Rights To General Medical Services

Patients have the right to:

  • Be registered with a General Practitioner
  • Be offered a health check on joining the Practice
  • Receive emergency care at any time from the practice
  • Receive appropriate drugs and medicines
  • Be referred for a specialist opinion where appropriate
  • Have the right to review their medical records subject to the provision of the
  • Access to Medical Records Act 1990
  • Choose whether to take part in medical student training
  • Receive a copy of the Practice leaflet setting out the services that the Practice offers
  • Receive a full and prompt reply to any complaints about the services provided by the Practice.