Complaints and feedback

All of the staff here at Old Catton Medical Practice are dedicated in trying to help patients needing medical assistance and deal with the huge demand for our services. By having a number of systems and procedures in place, we try very hard to get things right for our patients but from time to time, unfortunately we fail.

When we do fail to meet expectations, feedback from patients is helpful so that we can try to correct problems and try to avoid making mistakes in the future. Positive feedback is also helpful in making sure policies and procedures are current and relevant, plus it’s always nice for the staff to know when they’ve done a good job.

To provide feedback:

  • fill out a feedback form
  • take part in the Friends and Family Test
  • leave a review on the Healthwatch Norfolk website
  • phone us on 01603 415519

All feedback will be dealt with by a member of the management team at the practice.

The practice has a Friends and Family Test questionnaire that can be completed online or collected from reception at the practice. Additionally, Healthwatch Norfolk are pleased to receive both good and bad feedback about treatment and care.

Suggestions and Feedback Form

Only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form.

Complaints Form

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately.

Leave feedback via Healthwatch Norfolk

Healthwatch Norfolk is the independent voice for patient and service users in the county. They collect public views of health and social care services and make sure they are heard by people in charge.

GP patient survey

The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.

NHS Friends and Family

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Complaints

Patients can be assured that any feedback in the form of a complaint is kept confidential and will only be dealt with by the necessary members of the complaints team. We like to work cooperatively with our patients so we will offer the chance to discuss the complaint and for the patient to be involved with creating a ‘complaints plan’. This will provide details on how they feel the complaint should be dealt with and allows us to mutually agree on a timescale for a response to be provided.

In the first instance, please contact Victoria Whalley our reception team manager who is empowered to quickly solve the vast majority of patient issues. If you are unhappy with the outcome, or if you are unsure who to complain to, please contact Matthew Catley, our practice manager. Please use our online feedback form.

Alternatively, you can write to us at:

Postal address
Old Catton Medical Practice
55 Lodge Lane
Old Catton
Norwich
NR6 7HQ

Phone
01603 415519

Email
nwicb.ocmp@nhs.net 

NHS England

If you would prefer that the practice does not deal with your complaint, patient queries and complaints should be addressed to the Customer Contact Centre at:

Postal address
NHS England
PO Box 16738
Redditch
B97 9PT

Phone
0300 3112233

Email
england.contactus@nhs.net 

They will get our local area team’s input in trying to resolve problems.

Healthwatch

Norfolk Healthwatch helps patients get assistance and direction to local services. Christine Macdonald from Norfolk Healthwatch can be contacted on 01603 813904 or christine.macdonald@healthwatchnorfolk.co.uk.

Parliamentary and Health Service Ombudsman

As a last resort there is the Parliamentary and Health Service Ombudsman whom investigate complaints that individuals have been treated unfairly or have received poor service from the NHS in England. Their phone number is 0345 015 4033 or textphone (minicom) 0300 0614298.

Page last reviewed: 11 November 2026
Page created: 06 November 2026