How to complain about your doctors surgery
Your local GP practice provides a wide range of health services, including medical advice, vaccinations, examinations and treatment, prescriptions for medicines, referrals to other health services and social services.
Firstly, speak to a member of staff involved with the care
It is best to first speak with a member of staff involved with the care.
This means that concerns you have may be sorted quickly and easily.
If you find that staff cannot help you, or you are not comfortable speaking with them you may want to make a formal complaint.
If you find that staff cannot help you, or you are not comfortable speaking with them you may want to make a formal complaint. You can make a formal complaint with either your GP surgery or the Norfolk and Waveney Integrated Care Board (ICB) which is responsible for paying for your care on behalf of NHS England.
Follow your doctors' surgery complaints procedure
Each doctors’ surgery will have their own complaints procedure. To find out how to complain at your doctors’ surgery, please ask at reception or visit your surgery’s website.
Contact Norfolk and Waveney Integrated Care Board
The Norfolk and Waveney Integrated Care Board are responsible for funding care from your GP practice on behalf of the NHS. You can contact them by:
Email: [email protected]
Writing: Complaints Manager, NHS Norfolk and Waveney Integrated Care Board, County Hall, Martineau Lane, Norwich, NR1 2DL
Telephone: 01603 595857 (this is an answerphone service. Please leave a message requesting a call back)
The Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman are the final stage of unresolved complaints in the NHS. Only contact them once you have received your final response to your formal complaint from your doctors’ surgery or NHS England.
You can contact them by:
Phone – 0345 015 4033
Online – Visiting their website
Please note: as of September 2022 the Parliamentary and Health Service Ombudsman have changed the way they handle complaints about the NHS. In most cases they will now only look into more serious cases. To find out more about this please visit their website: www.ombudsman.org.uk/service-update.
