If you are a patient and you have a medical query please contact your GP Practice directly.
If you would like to get in touch with someone from North Norfolk Primary Care please contact us at:
4 Alkmaar Way
Telephone: 01603 576091
If you would like to make an appointment for the Cromer Phlebotomy Service, please call 01603 576097. The phone line for this service will be open between 8.30am – 4pm.
Complaints Procedure – Information for Patients
If you have any comments or wish to complain about any part of the services we offer please do let us know.
We recognise that that one of the ways we can improve the quality and safety of the service we provide is to listen to your views.
Of course, we also welcome comments about any aspect of our service that you think is good.
If you have a complaint or concern about the service you have received from us or any of the staff working for NNPC, please let us know.
How to complain
We hope that most problems that arise can be sorted out easily and quickly often at the time they arise and with the person concerned.
If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily.
If doing this is not possible your complaint should be submitted within 12 months of the incident that caused the problem, or within 12 months of discovering that you have a problem
Your complaint should be made in writing and addressed to the Head of Governance and Corporate Affairs. You should be as concise and specific as possible.
You can email your complaint to email@example.com or post it to us at the address on our website: www.northnorfolkprimarycare.com
We will make sure that we deal with your concerns promptly and you will receive an acknowledgement of your complaint within 3 working days.
Some patients may of course choose not to put their complaint in writing but just wish to chat it through by telephone or face to face. If that is your preferred method of communication, then please ring our Head Office; 07468 270061 and let our admin staff know that you would like to make a complaint.
Complaining on behalf of someone else.
If you are not the patient, but are complaining on their behalf, you must have their permission to do so. We will need to see written consent from the person concerned to enable us to discuss any complaint further, unless they are incapable (because of illness or infirmity) of providing this.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated it within 10 working days of having received the complaint.
If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish the investigation.
When we look into your complaint, we will investigate the circumstances, make it possible for you to discuss the problem with those concerned and make sure you receive an apology, if this appropriate.
You will receive a final letter setting out the result of the investigation into your complaint.
What can you do if you are not satisfied with our investigation and explanation?
We hope that if you have a problem you will use our Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
However, if you are not satisfied with the way we have handled your complaint or the outcome of our investigation, you may refer the matter to NHS Norfolk and Waveney CCG:
If you remain dissatisfied after contacting NHS Norfolk and Waveney CCG you can address your concerns to:
The Parliamentary and Health Ombudsman
Telephone: 0345 0154033
How we use your comments to improve our service to you
NNPC recognise that feedback both good and bad is very important to enable us to quality assure our services.
We keep a log of all complaints and monitor our response times.
We look for trends or themes in patients comments to check how we are doing
All complaints are discussed at Quality Committee meetings.
We learn from complaints and comments and adapt our services to prevent problems happening again.
The Care Quality Commission
NNPC is registered with the Care Quality Commission (CQC).
The CQC makes sure that health and social care services provide people with safe, effective, compassionate, high-quality care and they encourage care services to improve.
You can tell the CQC about your experiences and views at any time by visiting their website. Click here to go directly to their feedback on care form.
If you have concerns about standards of care or safety, or if any person has a comment about their own care, you can tell the CQC about it.
You can find further details about the CQC at: