We appreciate that pursuing a concern through the NHS Complaints Process takes courage and can be anxiety provoking. Listening and acting upon feedback, including complaints is an essential part of providing safe, high quality, effective, patient-centred care and as an organisation, we are committed to ensuring that complaints are properly investigated and dealt with efficiently.
This means that through the complaints process:
- You will be treated with respect and courtesy
- We aim to ensure that you receive a timely and appropriate response to your complaint
- You will be told the outcome of any investigation
- You will be told about any action taken arising from the outcome of your complaint
Role of the Experience of Care Team
The Experience of Care Team will act in an impartial and objective manner and are here to facilitate and support you throughout the complaint process.
When we receive a complaint, we are committed to making sure it is addressed and resolved at the earliest opportunity. Our staff are trained to identify any complaints that may be resolved at the time they are raised or very soon after. If staff consider that the issues cannot be resolved quickly, your complaint will continue under the formal complaints process.
If there are any reasonable adjustments we can make that will make communicating with us easier, for example, you would like information in an alternative format, such as large print, you use British Sign Language, please let us know.
