What happens with your feedback

Compliments and suggestions

Your positive feedback motivates our teams, helps us identify areas of excellence and learn what we do well so we can do more of it. We will share your insights with relevant individuals and departments to continuously improve our services.

Complaints

We understand that things don't always go as planned. If you have a concern, we'll work to resolve it promptly and fairly. Here's what you can expect:

Receipt of your complaint

• A member of our Patient Feedback and Liaison team will contact you within 2 business days and acknowledge receipt of your complaint.

Review

• We will check that we understand your concerns and then discuss how we will best investigate and work with you to resolve the issues.
• We will seek your permission to access your medical records and we may need to ask for permission to investigate the concerns if someone is contacting us on behalf of a patient.

Respond

• We aim to resolve all complaints as quickly as possible, usually within 30 business days.
• As part of the response, we will liaise with senior members of your care team. 
• Sometimes we need a bit more time or information to ensure we can resolve your complaint in the best way for you.
• Whilst we work to resolve your complaint, you are welcome to contact Patient Feedback and Liaison at any point for an update on progress. 

If you are not satisfied with our response

If you remain dissatisfied with the outcome of your complaint, you are encouraged to contact:

• Health Complaints Commissioner 
• Mental Health Complaints Commissioner 

Share your feedback