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Pause to the Practice Complaint Procedure During COVID Pandemic – 30 March 2020


COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.   At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible, to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.


As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.


As part of this streamlining of administration tasks, the Practice will pause the complaints response procedures for 3 months from the date above.  We will continue to review all complaints with our clinical team, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our practise can be immediately implemented:


•Immediate risks to patients or staff

•Actual harm to patient or “near miss” incident of high severity.

•Urgent safeguarding concerns

•Criminal actions


Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so.  We appreciate your understanding whilst our Practice is dealing with unprecedented demand.


Please click here to download our complaints policy (.docx).

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS and this can be at times when you are feeling at your most vulnerable and anxious. So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. There are occasions when you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service (PALS), has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.


PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry.
  • Help resolve concerns or problems when you are using the NHS.
  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint.
  • Provide you with information and help introduce you to agencies and support groups outside the NHS.
  • Inform you about how you can get more involved in your own healthcare and the NHS locally.
  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise.
  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Other Sources Of Help

Services not provided by Ramsey Health Centre are the responsibility of the Cambridgeshire & Peterborough Clinical Commissioning Group whose contact details are:

Cambridgeshire & Peterborough
Clinical Commissioning Group
Lockton House
Clarendon Road

Tel: 01223 725400 or visit the website: Cambridgeshire and Peterborough CCG

Comments & Suggestions

Do you have any suggestions or comments about your experience as a patient at Ramsey Health Centre that you would like to share with us?  If so, please share them here.  Alternatively, you may post your views in writing in the dispensary or reception suggestions box.

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