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Patient advice and liaison

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) 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:

Who should I complain to?
The NHS is made up of numerous 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.

  • The provider is the organisation that provides the service to you. For instance a GP, dentist, pharmacist, community service or a hospital.
  • NHS England is the commissioner or purchaser of Primary Care, ie GPs, dentists, opticians, pharmacy and some specialised services.
  • Clinical Commissioning Groups commission hospital services, mental health services, out of hours services and 111 services amongst others.

If you are unhappy and wish to make a complaint about a service commissioned by the CCG, you can do this by contacting the provider directly i.e. the hospital, mental health trust or out of hours service or 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:

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

You can contact the NHS England complaints team:

By telephone: 0300 311 22 33

By email: 

By post:
NHS England
PO Box 16738
B97 9PT

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
PO Box 14043
B6 9BL
Tel: 0300 456 2370
Fax: 0300 456 2365
For Suffolk
NHS Complaints Advocacy Service
VoiceAbility Suffolk
Unit 4
Delta Terrace
West Road
Ransomes Euro Park
Tel: 0300 330 5454 (Mon to Fri, 9-5pm)

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