Complaints and Compliments

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

Within 12 months of the incident,

or within 12 months of you discovering that you giving as much detail as you can.

Attached is one of our complaint forms for you to complete, this can be downloaded and printed or you can collect from our reception.  We will however, we will still accept your complaint via letter.

Complaint Form 

To find out more, please click on our complaints procedure below which includes information on how to make a complaint on behalf of someone else and the third party authorisation form you will need to complete to do so.

Complaints Procedure – Information for patient

Complaints – Third Party Authorisation

PATIENT FEEDBACK

We welcome and appreciate any views or suggestions you may have regarding any aspect of our service, including our website. Please let us know about your experiences, both good and not so good.

You can provide feedback by writing it down and adding to our suggestion boxes situated at both sites (emptied weekly) , via our facebook page or completing one of our Friends and Family Test questionnaires.    Verbal feedback is also acceptable.

Please Note :

The complaints process is changing. From 1 July 2023, there are two ways in which complaints can be made; either directly to the service provider or to the local Integrated Care Board (ICB).

Where a complainant would have previously contacted NHS England, that operational functionality has been delegated to the ICB, so instead of contacting NHS England, they are to contact their local ICB.

Should a complainant have an ongoing complaint that was submitted to NHS England prior to 1 July 2023, they will receive a letter from NHS England explaining that their complaint will continue to be investigated by NHS England, along with details of their case handler.

If NHS England receive a complaint on or after 1 July, the complainant will receive a letter advising that the ICB will be handling their complaint, along with details of their case handler.