Introduction

If you have a complaint or concern about the service you have received from Mount Farm Surgery, please let us know. We are committed to providing high-quality care. If something has not met your expectations, we are sorry and want to put it right.

By telling us about the problem you have encountered, we can improve our services and patient experience. Our complaints process forms part of the NHS complaints system and meets national requirements.

How to complain

Many concerns can be resolved quickly by speaking with the person involved, a receptionist, GP, nurse or the complaints manager.

• Telephone or in person
• Letter or email

Timeframe for making a complaint

• Within 12 months of the event; or
• Within 12 months of becoming aware of the matter.

Complaining on behalf of someone else

Written consent from the patient will be required before we can investigate a complaint made on their behalf.

How we will handle your complaint

We will acknowledge your complaint within 3 working days.

• Review what happened
• Speak with staff involved
• Explain actions to put matters right
• Offer an apology where appropriate
• Identify service improvements

We aim to respond within 4 weeks. If this is not possible, we will agree a revised timescale.

Complaints Management Team

Complaints Lead: Dr Brian Ainsworth
Deputy Lead: Dr Bethan Hughes
Complaints Manager: Jocelyn Holland (Patient Service and HR Manager)

Advocacy Services

Suffolk Advocacy Service
POhWER Advocacy Service
0300 456 2370

Norfolk and Suffolk Integrated Care Board

County Hall, Martineau Lane, Norwich, NR1 2DH
Nwicb.complaintsservice@nhs.net
0800 389 6819

Parliamentary and Health Service Ombudsman

Citygate, Mosley Street, Manchester, M2 3HQ
www.ombudsman.org.uk
0345 015 4033

Contact Mount Farm Surgery

In person: Speak to any member of staff
Telephone: 01284 769643
Email: mfs.admin@nhs.net
Address: Lawson Place, Bury St Edmunds, IP32 7EW

If you need this information in an alternative format, please contact us.