The Partners and Staff at Watton Medical Practice strive to get things right but with busy services, mistakes can happen. If they do it is important that we put things right as quickly as possible and to use the experience to improve services and prevent future problems.
With this in mind, we try to have a robust approach to dealing with complaints. Our aim is to Listen, respond and improve.
If you feel that you have the need to make a complaint we are always happy to listen. Please ask to talk to the Practice Manager, Mary Osborne, who will endeavour to resolve your problem. If you prefer to document your complaint, the reception staff will give you a complaints form and will assist you with the process. This local resolution enables full investigation, review, learning and direct feedback for your complaint.
If you feel it necessary, you may contact The Health Service Ombudsman with your complaint, rather than talk to the practice. The number is 0845 015 4033. However we hope that you will allow us to investigate your complaint at the surgery.
You may wish to seek independent help from the advocacy service run for patients. Please telephone Norfolk PCT on 010603 307000 and ask for the PALS service, and further information.
The practice will always try to offer assistance in the case of a concern, and will try to ensure matters are resolved to the satisfaction of the individual concern, but will not deal with patients who are abusive.