Complaints

Complaints

West Norfolk Clinical Commissioning Group (CCG) aims to commission high quality services for the patients and public in the region and is responsible for the NHS services provided across the West Norfolk area.  Sometimes things go wrong and when they do we want you to tell us about it. We recognise the value that concerns and complaints can provide in planning for the future and in improving services for the benefit of the local community.
West Norfolk Clinical Commissioning Group is committed to responding to all comments and concerns raised by patients living in the West Norfolk area about the care and support they receive.

 

 

Making a Formal Complaint

The CCG is working with NHS North and East London Commissioning Support Unit to investigate and record Compliments, Complaints, Comments and Concerns from patients and members of the public. This process allows for an overarching awareness of all local issues and concerns, and for the opportunity of shared learning alongside our colleagues at other Clinical Commissioning Groups in Norfolk.

All comments and concerns are initially handled by the Customer Services Team at the NHS North and East London Commissioning Support Unit Anglia. If you wish to make a formal complaint, you can do this by contacting the complaints team:

 

Patient Enquiries and Complaints Team
NEL Commissioning Support Unit
Lakeside 400
Old Chapel Way
Broadland Business Park
Norwich
NR7 0WG

Email: nelcsu.angliacomplaints [at] nhs.net

 

Telephone: 01603 595857

 

NB. Please use the minimum amount of personal information needed to identify yourself and/or others when using email as the confidentiality and security of any information exchanged via email cannot be guaranteed. The CCG has no control, or responsibility, over personal information stored by a person’s own Email Service Provider. Any personal information that is processed by the CCG will be done so in accordance with the Data Protection Act.

 Doctor (GP), Dentist, Pharmacy or Optician

If you need to raise issues about the care you receive from your Doctor (GP), Dentist, Pharmacy or Optician you will need to contact the Local Area Team at NHS England.

NHS England
PO Box 16738
REDDITCH
B97 9PT

 

Email: england.contactus [at] nhs.net

Telephone: 0300 311 2233 or their postal address

 What if I am not satisfied with my response?

You have the right to take your complaint to the Parliamentary and Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. The Ombudsman will generally only consider your complaint once you have completed the Trust’s complaints procedure, recognised as “Local Resolution” and received your final response.
If the Ombudsman is of the opinion that the CCG can do more to resolve your complaint, they will refer your complaint back to us. It is therefore very important to allow the CCG every opportunity to try to resolve your complaint.
 
You can contact the Parliamentary and Health Service Ombudsman at the following address:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
 

Telephone: 0345 015 4033

Email: phso.enquiries [at] ombudsman.org.uk

Website: http://www.ombudsman.org.uk

For additional independent support with your complaint or query, please click here.

Complaints - Lessons Learnt

West Norfolk CCG has committed, as part of our complaints policy, to review all complaints, analyse the learning that can be taken from them and publicising such learning (in an appropriately anonymised fashion) both in summary reports to the Governing Body and on the web site. At this early point in the life of the CCG there is little that can be drawn from the complaints themselves. However, there are some clear lessons emerging around the process for managing complaints.

The complaints process is managed on the CCG’s behalf by NHS North East London Commissioning Support Unit (CSU). In simple terms, any complaint received, from any source, is passed on to the CSU (where appropriate, having first obtained the complainant’s permission to do so). The CSU acknowledges receipt, investigates the complaint and prepares a draft letter for sign-off by the Chief Officer.

At this early stage in the development of the CCG, there are some issues to be refined and resolved in our complaints-handling process. One of the issues is that, with complainants being able to deliver their complaints through a number of different routes, we need to ensure that we keep track of progress on individual complaints. As a result, the CCG has developed a tracking matrix that now enables us to keep a better oversight of progress of complaints, in conjunction with the CSU.