How to complain about community care
Community care is mainly delivered in people’s homes (including care homes) and also in community hospitals, care facilities, clinics and schools.
Firstly, speak to a member of staff involved with the care
It is best to first speak with a member of staff involved with your care.
This means that concerns you have may be resolved 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. Contact the Patient Advice and Liaison Service (PALS) to resolve your concerns or to find out how to make a formal complaint.
If your care is provided by Norfolk Community Health and Care (NCH&C)
NCHC provides community-based NHS health and care to everyone, from babies to the elderly, via more than 70 different service locations across Norfolk.
You can contact them by:
Phone – 01603 697381
Email – [email protected]
By letter:
NCH&C NHS Trust,
Norwich Community Hospital,
Bowthorpe Road,
Norwich,
NR2 3TU
You can find out more information about making a complaint here.
Find out about the services NCHC provide on their website here.
If your care is provided by East Coast Community Healthcare (ECCH)
East Coast Community Healthcare is a social enterprise providing NHS community health services across Norfolk and Suffolk, particularly in Great Yarmouth & Waveney.
You can contact them by:
Phone – 01502 445447
Email – [email protected]
Online – find their online form here
By letter: Patient Liaison Team, Hamilton House, Battery Green Road, Lowestoft, NR32 1DE
Find out more about the services ECCH provide on their website here.
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 GP surgery or NHS England.
You can contact them by:
Phone – 0345 015 4033
Online – Visiting their website here.
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.
