We aim to provide a good quality friendly care for our patients and are pleased to hear what you think of the service. If you like what we do please let us know.
Giving feedback
To provide feedback:
- respond to the text requesting feedback following a clinical appointment with the surgery.
- fill out an NHS Friends and Family Test feedback card, which can be found in the waiting rooms at both Kingsland Road Surgery and Barfield Road Clinic.
- phone us on 01206 382015 or visit the surgery
Making a complaint
If you are not happy with the service please write to the practice where our Operations Manager will acknowledge your correspondence within 7 days in writing. The Operations Manager will complete their investigation regarding the complaint and hopefully resolve the problem to the satisfaction of the patient within 28 days of receiving the initial complaint.
Complaints procedure
The Colte Partnership aims to provide a quality service to our patients. If you have a concern about the care provided by your surgery, we would be grateful if you could bring this to the attention of the Operations Manager at the surgery, so that they may investigate and hopefully improve the service we offer by addressing your concerns.
In line with NHS guidelines and specifically the NHS complaints regulations 2009, each of our surgeries operates an in-house complaints procedure designed to deal with your complaint quickly and efficiently. Each surgery has a designated complaints lead, please speak to the reception team who can advise who this is.
If this is not possible and you wish to make a complaint, please let us know as soon as possible to help us establish what happened more easily. A complaint must be made within 12 months of the incident which is the cause for concern occurring. Please address your complaint to the Operations Manager. Please give as much detail as you can to assist with the investigation.
We will acknowledge your complaint within seven days. If you wish, we can arrange for a meeting with you to discuss the findings. We endeavour to respond to your complaint as soon as reasonably possible after the investigation.
Please note that all surgeries adhere strictly to the rules of confidentiality, and we cannot provide confidential information if you are making a complaint on behalf of someone else, without first receiving written permission from the patient concerned.
We would hope to be able to deal with most queries at the time they arise and with the person concerned.
If you feel you cannot approach your surgery, or able to resolve your complaint locally you may contact:
The partnership executive team
Head of operations and quality
The Colte Partnership
Phone
01206 636 700
Email
sneeicb-nee.colte@nhs.net
Address
Colte House
Threshelfords Business Park
Inworth Road
Colchester
CO5 9SE
PALs (Patient Advice and Liaison Service)
Phone
0800 389 6819
(between 9am and 3:45pm, Monday to Friday, excluding bank holidays)
Email
sneeicb.complaints@nhs.net
Address
Patient Advice and Liaison Service (PALS)
Endeavour House
Russell Road
Ipswich
IP1 2BX
If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case. If you would like to discuss this possibility, please contact the Ombudsman’s Helpline on 0345 015 4033 or email: phso.enquiries@ombudsman.org.uk.
Address
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP