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PALS, compliments and complaints

All patients have the right to confidentially complain or compliment their local NHS service. NHS Great Yarmouth and Waveney's PALS (Patient Advice and Liaison Service) and complaints service make sure that all patients in Great Yarmouth and Waveney (or their friends, family or carers) have ways to confidentially complain or compliment their local NHS service.

Who can I ask for help and advice about NHS services?
If you need help or advice, or have concerns about NHS services, contact the PALS Team. The service is confidential and acts independently to find a quick solution.

You can contact the CCG's PALS Team:
By telephone: 01502 719567
By email on: GYWCCG.PALS@nhs.net

Who should I complain to?
The NHS is made up from numerous different organisations. It is important to ensure that you direct your complaint to the correct organisation so that your concerns can be investigated properly, however if you do direct it to the wrong organisation they, with your permission, can forward it to the right one.

You can complain to either the Provider or the Commissioner of the health service you are unhappy about.

If you are unhappy and wish to make a complaint about a service commissioned by HealthEast, you can do this by contacting the Complaints Team. We are committed to resolving your complaint effectively at a local level. However, if you are not satisfied with the outcome, then you can contact the Health Service Ombudsman for an Independent Review.

You can contact the CCG's Complaints Team:
By telephone: 01502 719567
By email on: GYWCCG.complaints@nhs.net

By post to:
Complaints and PALS
NHS Great Yarmouth and Waveney CCG
Beccles House
1 Common Lane North
Beccles
Suffolk
NR34 9BN

You can contact the Complaints Team at NHS England:

By post to:
NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net (Please state: ‘For the attention of the complaints team’ in the subject line.)
By telephone: 0300 311 22 33 (Monday to Friday 8.00am to 6.00pm, excluding English Bank Holidays)

If you would like help with making your complaint, you can contact the NHS Complaints Advocacy service which is free of any charges and completely confidential.

For Norfolk
NHS Complaints Advocacy Service
POhWER (ICAS)
PO Box 14043
Birmingham
B6 9BL
Tel: 0300 456 2370
Email: pohwer@pohwer.net
Fax: 0300 456 2365
 
For Suffolk
NHS Complaints Advocacy Service
VoiceAbility Suffolk
Unit 4
Delta Terrace
West Road
Ransomes Euro Park
Ipswich
IP3 9FH
Tel: 0300 330 5454 (Mon to Fri, 9-5pm)
Email: nhscomplaints@voiceability.org


Complaints Policy
To download a copy of the CCG's complaints policy please click here
.

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Beccles House
1 Common Lane North
Beccles, Suffolk
NR34 9BN
Phone:
Fax:
Email:
01502 719 500
01502 719 874
gywccg.your-views-matter@nhs.net
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