We welcome feedback about the care and services we provide. Hearing about your experience helps us understand what is working well and where we can learn and improve.
Making a complaint will not affect the care or treatment you receive.
Giving feedback
If you would like to share feedback, a compliment or suggestion, you can:
- Contact us online via Anima
- Take part in our Friends and Family Test
- Share feedback with Healthwatch Norfolk
- Call us on 01362 852 800
Making a complaint
If you are unhappy with any aspect of the care or service you have received from Theatre Royal Surgery, please let us know.
We will listen to your concerns, look into what has happened and respond openly and fairly. We also use complaints to identify learning and improvements to our services.
You do not have to put your complaint in writing.
You can make a complaint:
- Online using our contact form here: Anima
- By telephone on 01362 852 800
- In person by speaking to a member of our team
- In writing to:
Theatre Royal Surgery
27 Theatre Street
Dereham
Norfolk
NR19 2EN
When making a complaint
To help us understand and investigate your concerns, please provide as much information as you can, including:
- what happened;
- when it happened;
- who was involved, if known;
- what concerns you have; and
- what you would like us to do to help resolve your complaint.
When should I make a complaint?
Complaints should normally be made within:
- 12 months of the event, or
- 12 months from when you became aware of the issue.
If more than 12 months have passed, please still contact us. There may be circumstances where a complaint can still be considered.
What happens when I make a complaint?
We will acknowledge your complaint within 3 working days, and make sure you have a point of contact at the practice.
We will discuss with you how your complaint will be handled and the timeframe for our response.
We will investigate your concerns fairly and thoroughly. Where appropriate, this may include reviewing relevant records and speaking with members of the team involved.
Once our investigation is complete, we will explain our findings and any action or learning arising from your complaint.
Complaining on behalf of someone else
You can make a complaint on behalf of another person.
To protect patient confidentiality, we will usually need the patient’s consent before we can share information or discuss their care with you.
There may be circumstances where a patient is unable to give consent. If this applies, please contact us and we will explain what information we need from you.
Confidentiality
Complaints are handled confidentially and information is only shared where necessary to investigate and respond to your concerns.
Making a complaint will not affect the care or treatment you receive.
Complaints about another NHS service
If your complaint is about a service that is not provided by Theatre Royal Surgery, we will help you identify the appropriate organisation to contact where possible.
If you are unhappy with our response
We hope we can resolve your concerns directly with you. If you remain unhappy after we have responded to your complaint, please contact us and let us know what you feel has not been resolved.
Once the NHS complaints process has been completed, you can ask the Public Service Ombudsman to consider your complaint.
The Ombudsman is independent of the NHS and its service is free.