NHS logoNorwich Practices
Health Centre


Tel:  01603 677500

Important Information, Compliments, Comments & Complaints


This list has been collated to support older people in trying to find local solutions to food delivery during a period of isolation.

Here you will find information on:
  • Supermarket shopping times
  • Local food delivery services
  • Ready meal deliveries
  • Taxi companies collecting food orders
  • Local authority contact information
  • Community groups

PLEASE NOTE: Age UK Norwich does not endorse any service listed or verify the quality of goods or service provided. Use of these services is at your own discretion.

If you are a local business or community group and would like to be added to this list or you would like to make a correction, please contact cathy.eden@ageuknorwich.org.uk or phone 01603 496321.

Please be aware that the Out Of Hours service is not operated by the Norwich Practice Health Centre.
It is operated by:

Integrated Care 24 Limited
Kingston House,
The Long Barrow,
Orbital Park, Ashford,
Kent. TN24 0GP

To email a complaint to the practice please click here or send your complaint in writing to:

The Complaints Administrator
Norwich Practices Health Centre
Rouen House
Rouen Road
Norwich NR1 1RB


As part of our aim to continuously improve the quality of our services we need to know what you think about the services we provide.

We want to hear from you when we get things right, when you have suggestions on how we can improve our service and when we get things wrong. We hope this page will help answer any questions you may have about how to compliment us, make a comment or make a complaint.


Any comments you may have about the services we provide can be made in person, by telephone (01603 677500), by email (complaints.nphc@nhs.net) or by completing one of the feedback forms located at Reception.


If you wish to compliment us on the service provided please let us know, and in writing if possible, so we can make sure we can continue these standards. Either send your compliments to the address above or hand them into reception.

Concerns and Complaints

If you have a concern or complaint about any part of the service we provide please let us know. If you let us know immediately by raising your concerns with staff directly involved we can try to put things right straight away.

If you are unable to do this, or would prefer not to, you can write to the Service Manager, Mrs Jane Horton or email your complaint to complaints.nphc@nhs.net

All concerns or complaints will be dealt with in line with the Local Authority Social Care and NHS Complaints (England) Regulations 2009 and therefore you must let us have the details of your complaint within 12 months of the incident causing concern or within 12 months from the time that it came to your notice.

If your complaint involves another organisation you will receive one co-ordinated response.

Complaining on behalf of someone else

Please note that we abide to the strict rules of medical confidentiality. If you wish to complain on behalf of someone else, we have to know that you have their permission to do so.

We will require written, signed authorisation from the person concerned, unless they are incapable of providing this.

Following receipt of your complaint we will:

  • treat you with respect and courtesy
  • acknowledge your complaint within 5 working days
  • deal with your complaint efficiently and investigate it properly
  • provide you with the outcome of the investigation into your complaint
  • provide the health authority with an annual report about the complaints we have received. The report will include information about what actions have been taken or recommendations that have been made.
  • If you are not satisfied with our response to your complaint you have the right to ask The Parliamentary and Health Service Ombudsman to undertake an independent review of your case.


Contact Addresses:

Norwich Practices Health Centre
Rouen House
Rouen Road
Tel: 01603 677500
Fax: 01603 677501
Email: complaints.nphc@nhs.net

NHS England
PO Box 16738
B97 9PT
0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Email: england.contactus@nhs.net

The Parliamentary and Health Service Ombudsman
Millbank Tower
Tel: 0345 015 4033
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk


For advice visit:

Healthwatch Norfolk


Or contact POhWER, the Complaints Advocacy service for Norfolk

Tel: 0300 456 2370
Email: pohwer@pohwer.net

Copies of our Compliments, Comments, Concerns & Complaints Patient Information leaflets are available at reception or on request