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The Market Surgery
 The Market Surgery

The Surgery will be closed for staff training on the last Tuesday of every month between 1.30pm-2.30pm

Practice complaints Procedure - Information for Patients


If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.


How to complain


We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Managing Partner (a form is available should you wish to use one). He will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.


Complaining on behalf of a third party


If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is available on request.


What we will do


We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.


You will receive a final letter setting out the result of any practice investigation


Taking It Further


If you remain dissatisfied with the outcome you may refer the matter to: NHS England's Customer Contact Centre:


Email:          england.contact@nhs.net


Telephone:  0300 311 2233


Address:      NHS ENGLAND

                    PO BOX 16738


                    B97 9PT 


The Parliamentary and Health Service OmbudsmanIf you remain dissatisfied after contacting NHS Norfolk you can address your concerns to:


Th Parliamentary and Health Service Ombudsman
Millbank Tower
Tel 0345 0154033 http://www.ombudsman.org.uk


Documents to DownloadThe following documents are available to download should you wish to make a complaint:

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