We always try to give you the best service possible, but at times there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the service we provide for you.

We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your rights to complain to the Suffolk Primary Care Trust at Rushbrook House, Paper Mill Lane, Bramford, Ipswich, IP8 4DE.

You may wish to contact the Patient Advice and Liaison Service (PALS) at Rushbrook House, Paper Mill Lane, Bramford, Ipswich, IP8 4DE, telephone 0800 389 6819. PALS aim to provide on the spot information and help to resolve concerns quickly and efficiently. Please note that we have to respect our duty of confidentiality to patients and patient's consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint, please telephone or write to our practice manager Judy Smith. She will take full details of your complaint and decide how best to undertake the invesigation. If your complaint involves a Doctor you may prefer to approach the Doctor directly. The Doctor may at this stage wish to contact his/her Defence Union.

We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within seven days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.