Our staff will do whatever they can to make sure you get quick, fair and proper treatment.
However, sometimes things can go wrong and you might not be happy with the treatment you, a friend or a member of your family has received. Our objective is to work with the local community to continually improve the service we provide, and we aim to make it as easy as possible for you to voice any concerns.
To voice a complaint, comment or concern about West Suffolk Clinical Commissioning Group, please follow the link below to complete the complaint form.
Or alternatively, please forward details in writing, giving a full and complete description to:
Ed Garratt
Chief Officer
West Suffolk House
Western Way
Bury St Edmunds
Suffolk
IP33 3YU
We will acknowledge your complaint within 3 working days and at this point request any necessary consent from you (or the patient) in order to begin our investigations. We aim to respond to all complaints within 25 working days, upon receipt of consent, however should our investigations take longer or we encounter any difficulties in meeting this timeframe we will contact you to explain.
If you are still unhappy following the response from our Chief Officer, you can contact the Ombudsman and request they review your case. Their contact details are as follows:
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Other sources of help
If at any time throughout the complaints process you require any support, you can seek assistance from the NHS Complaints Advocacy Service. They can help you make a complaint about the NHS and are a free, confidential independent service. Their contact details are as follows:
Tel: 0300 330 5454
Email: nhscomplaints@voiceability.org
Website: www.nhscomplaintsadvocacy.org
If your complaint or enquiry relates to your GP practice, dentist, pharmacy or optician, please contact NHS England:- www.england.nhs.uk
Customer Contact Centre (CCC)
england.contactus@nhs.net
Telephone: 0300 311 22 33
NHS ENGLAND
PO BOX 16738
REDDITCH
B97 9PT
Equally, we are pleased to hear when you are happy with our service via our feedback form – it helps us know when we are getting it right.
We provide a report every six months to our governing body meetings (held in public) to provide anonymised information on actions taken as a result of patient feedback and complaints as well as any themes and trends. This report includes information from the Patient Advice and Liaison Service (PALS).
OUR COMPLAINTS PROCEDURE IS COMPLIANT WITH THE NHS STATUTORY COMPLAINTS FRAMEWORK.
