Comments, Compliments & Complaints

We are committed to providing quality care to our patients and their families. By giving feedback or making a complaint, you can help us understand what we are doing well and the areas we need to improve on.

If you would like to raise a complaint, a concern or give feedback, we would welcome the opportunity to hear from you and will work with you to address any concerns you may have as quickly as possible.  You can contact us by:

Telephone: 01603 677500

Email: [email protected]

Post: The Patient Liaison Officer
Norwich Practices Health Centre
Rouen House
Rouen Road

You should tell us what your complaint or compliment is about, what happened, who it happened to and when it happened.

If you are complaining on behalf of someone else, we will need their signed consent before we begin investigating.  Consent forms can be made available by emailing us at [email protected]

All complaints will be acknowledged by us within five days.  A full investigation of the issues raised will be undertaken and reported back to the complainant within 28 days of acknowledgement.

Those involved in the complaint will have the opportunity to give their feedback.

If you feel that your complaint cannot be resolved at local level or your complaint also involves other NHS organisations, you can raise your complaint to NHS Norfolk and Waveney Integrated Care Board (ICB) as the commissioner of General Practice services in our area.

You can raise a complaint with NHS Norfolk and Waveney ICB by:

  • Telephone: 01603 595857
  • Email: [email protected]
  • Post: NHS Norfolk and Waveney ICB
  • County Hall
  • Martineau Lane
  • Norwich
  • NR1 2DH

For more information about NHS Norfolk and Waveney’s Complaints process, please visit their website

Please note that you cannot raise the same complaint to both organisations at the same time.

For further support

The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
Email: [email protected]

For advice visit:
Healthwatch Norfolk

Non-urgent advice: Out of hours

Please be aware that the Out Of Hours Doctors service is not operated by OneNorwich Practices but by IC24.  If you are unsure which service you want to tell us about, please email [email protected] with the details.