If you feel you need to raise a formal complaint.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If you would like to provide us with informal feedback on how we can improve, please do so here.
However, if you feel that your problem cannot be resolved in this way and you wish to make a formal complaint, please let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
If it is not possible to do this, please let us have details of your complaint within 12 months of the incident that is the cause of the problem, or within 12 months of discovering that you have a problem.
We adhere to strict rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have their permission to do so and would ask that the patient consent form is signed by the patient concerned and returned to us, unless there are exceptional circumstances i.e. illness, incapacity, etc. Please contact your practice for a consent form.
What you should do
Please write in with details of your complaint or concern and include as much detail as possible – dates, times, staff involved, details of telephone calls, etc.
If you are unable to submit a complaint in writing for any reason, please contact the practice and ask to speak to the Practice Operations Manager who will support you to submit a complaint. We are happy to arrange a telephone call and listen to your complaint. We will take careful notes and confirm we have fully understood and accurately described the complaint. We can also provide you with our response to your complaint over the phone.
Complaints should be addressed to the Practice Operations Manager at the relevant site either via e-mail or by post:
Cathedral Medical Centre, POW Hospital, Lynn Road, Ely, Cambridgeshire, CB6 1DN
cpicb.cathedralmedicalcentre@nhs.net
Haddenham Surgery, The Green, Haddenham, Ely, Cambridgeshire, CB6 3TA
Staploe Medical Centre
Brewhouse Lane, Soham, Ely, Cambridgeshire, CB7 5JD
Alternatively, you can telephone or visit the Practice to arrange a telephone call with the Practice Operations Manager in order to discuss your concerns. The Practice Operations Manager will explain the complaints procedure to you and will make sure your concerns are dealt with promptly.
You can download our Complaints Procedure here.
