Patient Enquiries and Complaints
If you wish to raise a concern - or pass on a compliment - about the care you have received, most health care providers such as hospitals have their own Patient Advice and Liaison Sservice (PALS). They will be able to
- Help resolve concerns or problems
- Provide information about the NHS complaints procedure
- Provide you with information and help introduce you to agencies and support groups outside the NHS
- Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
NHS Norwich CCG Patient Enquiries and Complaints Team
The NHS Complaints Advocacy Service
The NHS Complaints Advocacy service is here to help you if you are unhappy with the service you have received from the NHS, including services or treatment provided by a doctor, dentist, hospital, ambulance service, pharmacist, optician or mental health service.
The NHS Complaints Advocacy service is free, confidential and independent of the NHS.
In Norfolk, the NHS Complaints Advocacy service is provided by a partnership of Age UK Norfolk, Equal Lives, Norfolk RCC and POhWER. Their advocates can help you to make a complaint and support you through the NHS complaints process. This can include explaining your options and supporting you with things like writing a complaint letter, attending a complaint meeting or signposting to other organisations if appropriate. You can also make an NHS complaint on someone else's behalf.
Whilst many of us don’t like complaining, the complaints process is not only a way of resolving issues you or those close to you have faced but it is also an important way to help improve the NHS care in Norfolk.
To talk to one of the team call 0300 456 2370 or visit http://www.pohwer.net/our-services/nhs-complaints-advocacy