Complaints

We aim to provide high-quality services for all patients. However, we understand that sometimes things may not go as expected. If you have a concern or complaint, please tell us so we can look into it and improve our services.

Most concerns can be resolved quickly by speaking to a member of staff. Our team are trained to listen and help resolve issues where possible.

If you would like to make a formal complaint, you can do this by:

• Completing our online complaints form
• Emailing us
• Writing to us
• Speaking to a member of staff

Complaints should normally be made within 12 months of the issue happening or within 12 months of becoming aware of the issue.

We will acknowledge your complaint and explain what will happen next.

[Link: Complaints Leaflet]

Complaints on behalf of someone else

A friend, relative or carer can make a complaint on behalf of a patient. However, we will need the patient’s consent before we can investigate the complaint.

Confidentiality

We treat all complaints in confidence. Information about your complaint is kept separate from your medical record.

If you are not satisfied

If you are not satisfied with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033

You can also get free, independent support from an NHS complaints advocacy service.