Give us your views
Your views and suggestions are important. They help us to improve the services we provide. We would like you to tell us about your experiences so that we continue to make life better for people who use our services and their families/carers.
The Service Experience Team deals with all comments, concerns, complaints and compliments into the Trust. The team also incorporates the Patient Advice and Liaison Service (PALS).
Whether you have a compliment, comment, concern or complaint, we are here to help you. Everyone likes to receive praise and we hope you will tell us when you receive a good service from us. We always make sure these comments are passed on to the members of staff who are praised and to the Trust Board.
We understand that raising a concern can be difficult but if you are unhappy about any aspect of the service please talk to us. We are committed to resolving all concerns we receive. If your issues remain unresolved, or you would like to make a formal complaint, we can advise you on the complaints process and provide information on how to seek independent advice.
How do I give feedback?
If you would like to share your views or make a complaint, you can:
Who can make a complaint?
You can make a complaint if you:
- use or are entitled to support from the Trust’s services
- are a relative/carer/friend of a service user and have their written consent
- are affected by the Trust
How long do I have to make a complaint?
Your complaint should be made within:
- 12 months of the incident
- 12 months of you realising you have something to complain about
If your concerns are outside these time limits, you can contact the Service Experience Clinical Manager on 01452 894673 to discuss if they can still be investigated.
What happens after I have made a complaint?
We will ask you what would resolve your complaint. For example, a meeting with appropriate staff members may be helpful. The Chief Executive will write to you explaining how your complaint has been looked into and what conclusions we’ve reached.
Who else can I talk to if I am still not happy?
We hope that we can resolve matters for you but if you are still unhappy, you can talk to the Health Service Ombudsman by writing to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Complaints Helpline: 0345 015 4033 (Mon-Fri 8.30am-5.30pm)
Friends and Family Test
The NHS Friends and Family Test (FFT) is a quick and anonymous way of giving views about the care or treatment you’ve recently received across the NHS.
Your views and suggestions are important to us. They help us to understand what we are doing well and how we could further improve.
Freepost paper copies of our FFT surveys are available within our services for you to complete, these are called our “How did we do?” surveys. If you would like to have a copy of our “How did we do?” survey to complete please get in touch with our PALS team: 2gnft.PALS@nhs.net
In addition to this you may be contacted by text message to seek your views about our services, you can opt out of this by responding to our text messages or by contacting our PALS team: 2gnft.PALS@nhs.net
Advocacy services and other organisations
If you need help to raise your concern or complaint, support is available through the following advocacy services:
Healthwatch are the independent national champion for people who use health and social care services. We’re here to make sure that those running services, and the government, put people at the heart of care. Their sole purpose is to understand the needs, experiences and concerns of people who use health and social care services and to speak out on their behalf. They focus on ensuring that people’s worries and concerns about current services are addressed and work to get services right for the future.
Service Experience Reports
You can read our latest Service Experience Report here.