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Sheringham Medical Practice

Sheringham Medical Practice

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Let the Practice know your views


Sheringham Medical Practice is always looking for ways to improve the service it offers to patients.  To do this effectively the practice needs to know what you think about the services you receive.  Tell us what we do best, where we don't meet your expectations plus any ideas and suggestions you may have.  Only by lisetnting to you can the practice continue to build and improve upon the service it offers.


Tell us about our service by completing the feedback form in the feedback tab on the right hand side of this page


* Could you easily get through on the telephone?

* Did you get an appointment with the practitioner you wanted to see?

* Were you seen within 20 minutes of your scheduled appointment time?

* Were our staff helpful and courteous?


Practice Complaints procedure


If you have a complaint about the service you have recieved from any member of sytaff working in this practice, please let us know.  The practices operates a Complaints Procedure as part of the NHS system for dealing with complaints.  Our complaints system meets national criteria.

Note - If you make a complaint it is practice policy to ensure you are not discriminated against, or sunjected to any negative effect on your care, treatment or support and no information regarding complaints or feedback are kept on your medical records.


How to Complain


In the first instance please discuss your complaint with the staff member concerned.  Where the issue cannot be resolved at this stage, please contact Pauline Craske (practice Manager) or Emma Clarke  (Management Team Assistants) who will try to resolve the issue and offer you further advice on the complaints procedure.  If your problem cannot be resolved at this stage and you wish to make a formal complaints, please let us know as soon as possible, ideally in a matter of days.  This will enable the practice to get a clear picture of the circumstances surrounding the complaint.


If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 12 months of the incident that caused the problem


Within 12 months from when the complaint comes to your notice.


The Practice will acknowledge your complaint within three working days.


The Practice will contact you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.  An action plan will be implemented.


When the Practoce looks into your complaint it aims to:

* Ascertain the full circumstances of the complaint

* Make arrangements for you to discuss the problem with those concerned, if you wouldlike this

* Make sure you receive an apology, where this is appropriate

* Identify what the Practice can do to make sure the problem does not happen again.


Complaining on behalf of someone else


Pleaes note that Sheringham Medical Practice keeps strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.  A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.


Complaining to other authorities


The Practice management team hope that if you have a problem you wil use the Practice Comaplints Procedure.


However if you feel you cannot raise your complaint with us, you can contact any of the following bodies:


NHS England

PO Box 16738, Redditch, B97 9PT

Telephone: 0300 3112 233

Email: England.contactus@nhs.net


CQC (The Care Quality Commission)


If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on:

03000 616161, or alternatively visit the following website:



PALS, ICAS and Ombudsman


Patient Advisory Liaison Service (PALS)


PALS provide a confidential service designed to help patients get the most from the NHS.  PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.  Your local PALS office can be found on:

Telephone: 0300 131 1000

Email: ccs-tr.pals@nhs.net 

Or write to them (no stamp required) to: FREEPOST, CCS, LUT PATIENT EXPERIENCE



NHS Complaints Advocacy service

This is a ntaional service that supports people who want to make a formal complaint about their NHS Care or treatment.  Your local service can be found on:

Telephone: 0300 456 2370

Email: pohwer@pohwer.net



If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about NHS in England.


You can call the Ombudsman's Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or Textphone (minicom) 0300 061 4298




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