We welcome all feedback via our online form.

Tell us what we do well, where we don’t meet expectations, or if you have any ideas or suggestions, you can leave a review using the above link. You can also rate us using the Friends and Family Test.

We are committed to providing the best possible service to our patients. However, we recognise that occasionally we are unable to meet your expectations and wish to formally record this by registering a complaint. We take complaints very seriously and will endeavour to do everything we reasonably can to resolve the issue and ensure the process does not make the matter more difficult for you. You can expect a truthful, full and complete response.

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from any of the team working within The Tollgate Practice, please let us know.  We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints.  Our complaints procedure meets national criteria.

How to complain

We hope that most problems can be sorted out easily and promptly, often at the time they arise and with the person concerned.  If your problem cannot be resolved in this way and you wish to make a complaint, we request that you let us know as soon as possible as this will enable us to establish what happened more easily.  If that is not possible, the complaint must be made:

• 12 months from the date on which the event which is the subject of the complaint occurred
• 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

Complaints should be addressed to the Practice Manager. You can make a complaint in writing using our website or by letter, or verbally by telephone. You may ask for an appointment with the Practice Manager to discuss your concerns. The Practice Manager will explain the Complaints Procedure to you and make sure that your concerns are dealt with promptly.

Contact details:
Practice Manager
The Tollgate Practice
145 London Road
Stanway
Colchester
CO3 8NZ
01206 574483

What we shall do 

We shall acknowledge your complaint within three working days of the date when you raised it with us.  We shall then be in a position to offer you and explanation, or a meeting with the relevant staff within the Practice.

When we look into your complaint, we aim to:

• • Find out what happened and what went wrong
  • Enable you to discuss the problem with the relevant staff
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on Behalf of Someone Else 

Please note that The Tollgate Practice strictly keeps to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we must receive consent from the patient that you have their permission to do so.  A note or letter signed by the person concerned will be required, unless they are incapable (because of illness) of providing this. 

Complaining to Suffolk and North East Essex ICB

We hope that, if you have a problem, you will follow our complaints procedure detailed above. We believe that this will give us the best opportunity to put whatever has gone wrong right and also an opportunity to improve the Practice. This does not affect your right to approach the Patient Advice and Liaison Service (PALS) at Suffolk and North East Essex Integrated Care Board (SNEE ICBS) if you feel you cannot raise your complaint with the Practice, or you are dissatisfied with the result of our investigation. Please visit the SNEE ICB website for further information.

PALS can be contacted by phone between 09:00 and 15:45 Monday to Friday, except Bank Holidays, on 0800 389 6819. Alternatively you can complain or give feedback to PALS by post:

Patient Advice and Liaison Service (PALS)
Endeavour House
Russell Road
Ipswich
IP1 2BX

Or by email to sneeicb.pals@nhs.net for feedback and queries, or sneeicb.complaints@nhs.net to lodge a complaint.