Urgent help

Queries and complaints

Our Patient Advice and Liaison Service (PALS) are here to answer queries, pass on feedback or handle any complaints that you may have.

Guidance on sending queries or complaints

When sending queries or complaints by email, please do not include any personal data. Please provide a summary of your query to enable us to identify the appropriate team to handle it. Once the appropriate team has been identified, they will contact you as soon as possible to ask for more details.

By submitting this information, you are consenting to the ICB using the personal information you enter, and we will only use it to process your query. We will use your postcode for monitoring to understand our community engagement and to ensure equality of service. This information will be anonymised before it is used.

Where the ICB is investigating a complaint involving several organisations then the information provided by the complainant (including personal details like for example name, address) may need to be shared as appropriate in order for the complaint to be investigated.

How we use your information

Queries

If you have any questions about our work, please do get in touch. You can submit an enquiry in writing by post or email, or over the phone.

Queries email:
[email protected]
Phone number:
0800 389 6819
Address:

NHS Norfolk and Suffolk Integrated Care Board
County Hall, Martineau Lane
Norwich
Norfolk
NR1 2DH
Opening hours:
Monday to Friday, 10am-4pm

Complaints

If you would like to make a complaint about a poor healthcare experience in Norfolk or Suffolk, you make your complaint to either:

  • The NHS service provider directly (such as a GP, dentist surgery or hospital)

Or

  • NHS Norfolk and Suffolk Integrated Care Board, as we’re the commissioner of the service.

You cannot complain to both.


We would recommend contacting the organisation that provided the care directly. If you’re unsure which organisation was involved, please get in touch and we’ll do our best to help identify the healthcare provider.

The following is a list of some of our local providers and links to their complaints information, which you may find helpful.

You can also make a formal complaint regarding the work of the ICB to us.

If you want to register a formal complaint, please do so as soon as you can and try to provide as much relevant information as you can.

You can submit a complaint in writing by post or email, or over the phone.

  • Email: [email protected]
  • Phone: 0800 389 6819
  • Postal address: NHS Norfolk and Suffolk Integrated Care Board, County Hall, Martineau Lane, Norwich, NR1 2DH
  • We will acknowledge your complaint within 3 working days.
  • We will require written consent if we need access to your health records or work with a third party when investigating your complaint.
  • We may agree the points of the investigation with you if these are not clear.
  • You will receive a full written outcome of the investigation and actions taken.

You can ask a friend or relative to raise a concern or complaint on your behalf. If you do, we will ask you to sign a consent form, giving us permission to disclose your personal information to this person.

You can ask a friend or relative to raise a concern or complaint on your behalf. If you do, we will ask you to sign a consent form, giving us permission to disclose your personal information to this person.

You can also get free help from an NHS complaints advocate. An advocate can help you to write a complaint letter and attend meetings with you but cannot make the complaint for you or give medical or legal advice.

You can get free help from an NHS complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help.Please contact one of the local advocacy services listed below, depending on your area. You can also contact your local Healthwatch to discuss complaints advocacy services or to share your feedback. Healthwatch is an independent statutory body that helps make sure your feedback is listened to. Find your local Healthwatch.

Norfolk – needs adding

Suffolk
POhWER
Telephone: 0300 456 2370
Email: [email protected]

We always aim to amicably resolve all complaints we receive and we work collaboratively with you to achieve this aim.

If we are unable to resolve your complaint you can contact the Parliamentary and Health Service Ombudsman (PHSO) using the details below.

Telephone: 0345 015 4033
Email: [email protected]