Comments, Suggestions and Complaints

We strive to provide a high standard of patient care at all times and we hope you find your conversations and visits with the surgery and the team pleasant.

The information below explains what to do if you would wish to pass on any suggestions to improving your patient experience, make a comment on a particular encounter or of course a complaint about the level of service you have received.

    We welcome patient feedback to tell us what we are doing right and what we can improve. Thinking about Victoria Surgery, overall, how is your experience of our service? (please select ONE option only) *

    Please can you tell us why you gave that answer?


    We always try to give you the best service possible, but there may be times when you feel your expectations have not been met.  If so, we hope that you will let us know, allow us to investigate and, if necessary, put right any issues or mistakes that have been made.

    To make a complaint we have various options available to our patient

    Via Telephone:  If you feel comfortable discussing your complaint via telephone please contact our reception and ask to speak to our Patients Service Lead.  The Patient Services Lead will take full details and decide how best your complaint can be resolved.  They may pass your complaint to the Practice Manager and you will be kept informed of the status of your complaint.

    In writing – Please address your complaint to:

    Jo Shaw
    Practice Manager
    Victoria Surgery
    Victoria Street
    Bury St Edmunds
    IP33 3BB

    Via Email – this email inbox is monitored by our secretarial team so please use Patient Complaint as a title.  The secretarial team will acknowledge your complaint and confirm which staff member will be dealing with your complaint.  The staff member will contact you to confirm a date on which you can expect a reply.  The timeframe will depend on the nature of your complaint.

    Our Patient Complaints Leaflet explains what to do if you are still dissatisfied following the surgery investigation of your complaint.  This is available from reception or via the email address above.