Compliments and complaints
We’re sorry things haven’t gone well, and we’ll do everything we can to resolve your issue.
We may take longer to respond to your complaint due to the Covid-19 pandemic
Due to the ongoing COVID-19 pandemic and in line with advice received from NHS England and NHS Improvement, we will be changing the way we deal with complaints to allow us to concentrate our efforts on front-line duties and responsiveness to COVID-19. It is important that we still receive feedback from you about your experiences with us, but might take a little longer to respond. We will continue to acknowledge any complaint you make to us. We will log it and prioritise those which relate to patient safety, practitioner performance or safeguarding and take immediate action where necessary. All complaints will then remain open until further notice, unless an informal resolution could be achieved, or the complainant chooses to withdraw their complaint.
Feedback can still be sent to our Customer Experience Team by email and telephone (details are below). These changes will be in place for three months with effect from Wednesday 1 April 2020. Please also note that of 26 March, the Parliamentary and Health Service Ombudsman stopped accepting new NHS complaints and stopped work on open cases.
Thank you for your understanding in these challenging times.
Our aim is to deliver high quality services with a great experience, and as such we are always striving for better. From time to time, things don’t go quite so smoothly and so we really appreciate hearing from you what we did right and what we could be doing better. We have a range of ways to hear back from you from the Friends and Family Test if your feedback is more general, or through our complaints process which is aligned with the process other NHS organisations follow. Our complaints team are independent of our services, so you can raise an issue with them online, by post or over the telephone and be sure you won’t need to speak to people who are involved in your care.