Suggestions and Complaints

We work hard to provide the best possible service to our patients and we value your feedback. We make it a real priority to listen to our patients, so please let us know when things are working well.

Equally, if you think there are things we can change in order to provide a better service, please tell us your ideas. And if things go wrong, we want to know and we will do our utmost to resolve the situation for you quickly.

If you have a complaint you can speak to any of our staff and this will be passed onto the relevant person. In certain situations, we may ask you to put your concerns in writing, in order that we can respond appropriately.

We will acknowledge your complaint within 3 working days and aim to respond to you within 14 working days although in some cases we may need longer, we will keep you informed if this is the case.

Suggestions and complaints must be in writing;

  • by post: Grove Medical Centre, Grove Road, Felixstowe, Suffolk, IP11 9GA
  •  by email: [email protected] (we ask that you do not include any attachments to your email)

We discuss all suggestions, compliments and complaints at our regular meetings in order to share any learning with our staff, including our Doctors. Where necessary we will make changes to the way we work in order to make constant improvements to our services, based on your feedback.

You can read a full version of practice information on complaints below:

To pursue a complaint please contact the Assistant to the Practice Manager, Aimee Wiseman who will deal with your concerns appropriately.

Alternatively, if you do not want to complain direct to the practice you can contact NHS Suffolk and North East Essex Integrated Care Board (ICB)

Home – NHS Suffolk and North East Essex ICB

Freephone: 0800 389 6819 between 9am – 3.45pm Monday – Fridays

Email: [email protected]


Our Duty of Care

As a responsible employer, we have a duty of care towards our staff. This duty of care extends to all patients and other users of our services too.

NHS England operates a ‘zero tolerance’ policy, which is fully endorsed by our practice, with regard to violence and abusive behaviour. The practice has the right to remove abusive patients from the patient list with immediate effect, in order to safeguard practice staff, patients and other persons. Abuse in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.

In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.