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. Our Management Team and Patient Relations Lead will be happy to speak with you about any concerns you may have, or listen to any feedback you would like to share. They would also encourage any interested patients to join our Patient Participation Group whom they meet with every other month throughout the year.
You can contact the Practice and ask to be put through to any of the following, if they are available they will be happy to take your call:
Karen Bilby – Patient Relations Lead
Laura Soanes – Operations Manager
Caitlin Clarke – Business Manager
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 Mile End Surgery 01603 442200 or Tuckswood Surgery 01603 447700 or Gurney Surgery 01603 448800
Making a complaint
You can read our Patients Complaints Leaflet here:
COMPLAINTS PROCEDURE – PATIENT INFORMATION
We are always pleased to receive suggestions for improving our services and we like getting compliments as well. We hope you will never have cause for serious complaint but if you do, we have a complaints procedure aimed at quick resolution of problems. Please initially ask to speak to the Patient Relations Lead, Operations or Business Manager via the telephone, or via our website. One of the managers will endeavour to contact you as soon as is practically possible to discuss your concerns and to try and resolve this for you.
COMPLAINTS PROCEDURE
The Team at Castle Partnership strive to always deliver high quality patient care in all areas of contact with our patients or patient representatives but are realistic enough to appreciate that there are times when less than efficient service may be given or instances where the patient is less than happy with the service he has received. To attain and maintain high standards of care, feedback is needed from those to whom the care is delivered. One mechanism is the complaints procedure.
1. As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied, and the practice has produced this complaints procedure to assist you through this.
2. Initially we would ask that you ask to speak with one of the Practice Managers to discuss your complaint. Following this, if you are still unhappy any complaint you wish to make can be accepted in writing to the Practice.
3. If your complaint is written, you will receive acknowledgement within 7 working days from receipt.
4. Any complaint you make will be investigated and you will receive a written report from the Practice as to the outcome of the investigations and, where appropriate, the steps taken to ensure the situation does not recur.
5. If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter further with the Practice Management Team, following which you will receive a written statement from the Practice as to the discussion and the outcome.
6. Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.
7. The Practice will strive to deal with complaints in a methodical and efficient manner to bring about an equitable conclusion.
If you do wish to make your complaint in writing to – The Practice Operations or Business Manager, Castle Partnership, Mile End Road, Norwich, NR4 7QX or via email/our website.
It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate, or you may not be happy with the results of the complaints procedure.
You have the right, therefore, to complain to:
The complaints team at Norfolk and Waveney ICB, 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).
PALS 9am – 4pm Mon to Fri FREEPHONE: 0800 088 4449 Email: pals@nchc.nhs.uk Or Write to: (no stamp required) FREEPOST, RTGA-CTLG-SCKH, Complaints team, Unit 3, Meadow Park, Meadow Lane, St Ives, Cambridge PE27 4LG.
NHS England – NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission. You can complain or give feedback – By post to: NHS England PO Box 16738 Redditch B97 9PT By email to: england.contactus@nhs.net. If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line. By telephone: 0300 311 22 33. Our opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays. By email to: england.contactus@nhs.net.
Health Service Ombudsman – If you are not happy with how an NHS trust responds to your complaint, you can ask the Parliamentary Health Service Ombudsman to look into your case. Tel: 0845 0154033 Website: www.ombudsman.org.uk
NHS Complaints Advocacy Service – NHS Complaints Advocacy Service supports people who have made a complaint about the NHS. Your local NHS Complaints Advocacy Service representative can advise you about which organisations might be able to help with your complaint and at what stage you should approach them. SEAP (South West, South Central and South East of England) Tel: 0330 440 9000 Email: hastings.office@seap.org.uk Website: www.seap.org.uk
POhWER (East of England, East Midlands, London and West Midlands) – POhWER provide the NHS Complaints Advocacy service in the following areas: Bedford Borough, Bedford Central, Cambridgeshire, Derbyshire, Dudley, Hertfordshire, Leicestershire, Lincolnshire, Luton, Milton Keynes, Norfolk, Nottinghamshire, Peterborough, Rutland, Sandwell, Shropshire, Solihull, Stoke-on-Trent, Staffordshire, Telford & Wrekin, Thurrock, London Borough of Waltham Forest, and Warwickshire. Tel:0300 456 2370 Email: pohwer@pohwer.net Website: www.pohwer.net