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Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

Making a complaint

We are aware that things can go wrong resulting in you feeling that you have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Complaints may be made:

Help us get it right

We constantly try to improve the service we offer.

Please do also let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

Complaints procedure and further information

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so as soon as possible after the event, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you becoming aware of the matter

If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See below for what to do in this case.

You can send your complaint for the attention of Mrs Amanda Spalding Complaints and Compliments Lead:

Cardinal.medicalpractice@nhs.net

199 Norwich Road, Ipswich, IP1 4BX Contact details

01473 741349

If you do not wish to raise your complaint directly with the Practice, you may make your complaint directly to the commissioners of our service, Suffolk & North East Essex Integrated Care Board (ICB). Their contact details are;

Phone
0800 389 6819

Email
complaints@snee.nhs.uk

Please note, you can only raise your complaint with one organisation, you cannot complain to both the practice and the ICB.

What we do next

We do our best to settle complaints as swiftly as possible.

We aim to acknowledge receipt within three working days and to resolve the matter as soon as possible. We will try to give you some idea of how long that may take at the outset. You will then receive a formal reply in writing. If the matter is likely to take longer than this, we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved if you wish to do so.

When the investigations are complete, a final written response will be sent to you.

Where your complaint has been initially sent to an incorrect organisation, we will seek your consent to forward this to the correct person to deal with.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.

If you are dissatisfied with the outcome

You have the right to approach the Parliamentary & Health Service Ombudsman.
Their contact details are:

The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ

Phone
0345 0154033

Website
www.ombudsman.org.uk

http://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form). 

You may also approach Healthwatch for help or advice or POhWER for NHS Complaints Advocacy.

The local Health Watch: www.healthwatch.co.uk

or call 03000 68 3000

POhWER: www.pohwer.net/suffolk-advocacy-service

or call 0300 456 2370

Patient Advice and Liaison Service

The Patient Advice and Liaison Service provides confidential advice and support helping you to sort out any concerns you have about the care the NHS provides.

Website
NHS: Patient Advice and Liaison Service

Page published: 3 July 2023
Last updated: 23 May 2025