opening times - Mon - Fri 8:00 - 18:30 & Sat 8:00 - 11:30 (Pre-booked appointments only) call us on 01284 769643

Complaints, comments and suggestions

We always try to give you the best service possible, but there may be times when you feel your expectations have not been met.  If so, we hope that you will let us know, allow us to investigate and, if necessary, put right any issues or mistakes that have been made.

To make a complaint or to provide any complaints or suggestions, please telephone, email or write to our Practice Manager, Jayne Nayler who will take full details and decide how best to investigate and resolve it.

If your complaint involves a Doctor you may prefer to approach that Doctor directly.  We think that it is important to deal with complaints swiftly, so you will normally be offered an appointment for a meeting to discuss matters within seven days, to which you may bring a friend or relative with you.

We will try to address your concerns fully, provide you with an explanation and discuss any action that might be needed.  Please note that we have to respect our duty of confidentiality to patients and patient’s consent will be necessary if that patient in person does not make a complaint.

We hope that you will feel satisfied that we have dealt with the matter thoroughly.  However, if this is not so and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

The Health Service Ombudsman

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman:

The Health Service Ombudsman
Millbank Tower

0345 015 4033

Where can I get further advice and help?

Contact us

Lawson Place
Bury St Edmunds
Suffolk, IP32 7EW

01284 769643

Email us
Click here.

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Surgery Opening Hours

Monday to Friday 8:00 - 18:30
Saturday 8:00 - 11:30 *
Sunday Closed

* Pre-booked appointments only. Please note that there is no facility to book appointments or collect prescriptions in person at the surgery on a Saturday.