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.

The WNCCG Complaints Policy can be found here (please note that as of 1 April 2018 there is a new service provider; references to NEL CSU now refer to Arden and GEM CSU)

 

 

Making a Formal Complaint

The CCG is working with NHS South Norfolk Clinical Commissioning Group 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 Complaints team at the NHS South Norfolk Clinical Commissioning Group. To contact them:

Patient Enquiries and Complaints Team
NHS South Norfolk Cllinical Commissioning Group
Lakeside 400
Old Chapel Way
Broadland Business Park
Norwich
NR7 0WG

Email: snccg.complaintsservice [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.