NHS logoNorwich Practices
Health Centre

Walk-In Centre

Tel:  01603 677500

Compliments, Comments & Complaints

Please be aware that the Out Of Hours Doctors service is not operated by the Norwich Practice Health Centre.

It is operated by:

Integrated Care 24 Limited
Kingston House,
The Long Barrow,
Orbital Park, Ashford,
Kent. TN24 0GP

To email a complaint to the practice please click here or send your complaint in writing to:

Norwich Practices Health Centre
Rouen House
Rouen Road
Norwich NR1 1RB



As part of our aim to continuously improve the quality of our services we need to know what you think about the services we provide.

We want to hear from you when we get things right, when you have suggestions on how we can improve our service and when we get things wrong. We hope this page will help answer any questions you may have about how to compliment us, make a comment or make a complaint.



Any comments you may have about the services we provide can be made in person, by telephone 01603 677500, by email or by completing one of the complaints.nphc@nhs.net feedback forms located at Reception.



If you wish to compliment us on the service provided please let us know, and in writing if possible, so we can make sure we can continue these standards. Either send your compliments to the address above or hand them into reception.

Concerns and Complaints


If you have a concern or complaint about any part of the service we provide please let us know. If you let us know immediately by raising your concerns with staff directly involved we can try to put things right straight away.

If you are unable to do this, or would prefer not to, you can write to the Health Centre Manager, Mrs Donna Laws-Chapman or email your complaint to the email address above. All concerns or complaints will be dealt with in line with the Local Authority Social Care and NHS Complaints (England) Regulations 2009 and therefore you must let us have the details of your complaint within 12 months of the incident causing concern.

If your complaint involves another organisation you will receive one co-ordinated response.


Following receipt of your complaint we will:

treat you with respect and courtesy
acknowledge your complaint within 5 working days
deal with your complaint efficiently and investigate it properly
provide you with the outcome of the investigation into your complaint
provide the health authority with an annual report about the complaints we have received. The report will include information about what actions have been taken or recommendations that have been made.
If you are not satisfied with our response to your complaint you have the right to ask The Parliamentary and Health Service Ombudsman to undertake an independent review of your case.


Complaining on behalf of someone else


Please note that we abide to the strict rules of medical confidentiality. If you wish to complain on behalf of someone else, we have to know that you have their permission to do so. Signed authorisation by the person concerned will be needed, unless they are incapable of providing this.



Contact Addresses:


Norwich Practices Health Centre

Rouen House
Rouen Road
Tel: 01603 677500
Fax: 01603 677501
Email: complaints.nphc@nhs.net

NHS England

PO Box 16738
B97 9PT
0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Email: england.contactus@nhs.net

The Parliamentary and Health Service Ombudsman

Millbank Tower
Tel: 0345 015 4033
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk

 For advice visit: