Share Your Feedback With Us

At Constable Country Medical Practice, we are committed to providing the highest standard of care and service to our patients. Our team works hard every day to support our community, and it means a great deal to know when we've made a positive difference.

If you have had a good experience with our practice, we would love to hear from you.

Perhaps a receptionist went the extra mile to help you, a clinician listened carefully and addressed your concerns, or a member of our nursing team provided compassionate care when you needed it most. Whatever your experience, your feedback helps us recognise and celebrate the hard work of our staff.

Positive feedback is incredibly valuable. It boosts team morale, helps us understand what we're doing well, and encourages us to continue delivering excellent care.

Please take a moment to complete our feedback form using the link below. Even if you cannot remember the name of the staff member who helped you, we'd still be delighted to hear about your experience.

Click here to leave your feedback:
https://www.constablecountrymedicalpractice.co.uk/friends--family-test

Thank you for helping us continue to improve and for recognising the efforts of our dedicated team.

Making a Suggestion

Your comments and suggestions are important to us, if you have a suggestion you think we should hear about then please email us at ccmp@nhs.net

 

Making a Complaint

We Welcome Your Feedback

At Constable Country Medical Practice, we are committed to providing high-quality care and services to all our patients. While we strive to offer the best possible experience, we recognise that there may be occasions when things do not go as expected.

We take all complaints seriously and view them as an opportunity to learn, improve our services, and enhance the care we provide to our patients.

Making a complaint will not affect your care or treatment in any way.

How to Make a Complaint

If you have a concern or complaint about any aspect of our service, we encourage you to raise it with us as soon as possible.

Complaints can be made:

• By telephone
• In writing
• By email

Where possible, we will try to resolve concerns quickly and informally at the point they are raised. If the issue cannot be resolved immediately, we will explain how to make a formal complaint.

Complaints should normally be made:

• Within 12 months of the incident occurring; or
• Within 12 months of becoming aware of the matter.

In certain circumstances, we may still investigate complaints outside of this timeframe if there is a good reason to do so and it remains possible to carry out a fair investigation.

Contacting Us

By Email

ccmp@nhs.net

By Post

Constable Country Medical Practice
Heath Road
East Bergholt
Colchester
Suffolk
CO7 6RT

What Happens Next?

Acknowledgement

We will normally acknowledge receipt of your formal complaint within 3 working days.

Our acknowledgement will:

• Confirm we have received your complaint.
• Explain the next steps in the process.
• Offer to discuss your concerns further where appropriate.

Investigation

We will carry out a fair and proportionate investigation which may include:

• Reviewing relevant medical records and documentation.
• Speaking with staff involved.
• Obtaining statements where necessary.
• Seeking clinical input where appropriate.

All complaints are handled confidentially and in accordance with data protection legislation and NHS confidentiality requirements.

Response Times

We aim to provide a full written response within 40 working days, depending on the complexity of the complaint.

If our investigation takes longer than expected, we will keep you informed and provide an updated timescale.

Our Response

Our final response will include:

• A summary of your complaint.
• The findings of our investigation.
• An explanation of what happened.
• An apology where appropriate.
• Details of any actions taken.
• Information about any learning or service improvements identified.
• Details of how to escalate your complaint if you remain dissatisfied.

Complaining on Behalf of Someone Else

To protect patient confidentiality, we may require written consent before discussing a patient's care with another person.

If you wish to make a complaint on behalf of someone else, we may ask for evidence that you have their permission to do so.

Where a patient is unable to provide consent, for example due to illness, lack of capacity, or where the patient has died, we will consider each situation individually and advise you of the information we require.

Respectful Communication

We understand that people making complaints may feel upset, frustrated, or distressed.

Our staff will always aim to treat complainants with courtesy, respect, and professionalism. We ask that patients and representatives treat our staff in the same manner.

Abusive, aggressive, discriminatory, or threatening behaviour towards staff will not be tolerated and may result in communication restrictions being put in place in accordance with NHS Zero Tolerance guidance.

Accessibility and Support

We are committed to ensuring that everyone can access our complaints process.

Reasonable adjustments can be made where required, including:

• Information in alternative formats.
• Access to interpretation services.
• Additional support for vulnerable patients.

Please let us know if you require any assistance when making a complaint.

If You Remain Dissatisfied

If you are unhappy with the outcome of our investigation, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint.

Parliamentary and Health Service Ombudsman

Telephone: 0345 015 4033

Website: www.ombudsman.org.uk

Address:

Millbank Tower
Millbank
London
SW1P 4QP

The Ombudsman provides an independent review of complaints about NHS services where local resolution has been completed.