Are you concerned about something that is happening now?
Information on how to raise a concern or a complaint.
We know that sometimes we don’t always get it right. All feedback is important to us whether this is about what we did well, what we could do better, or any other type of feedback.
If you have a concern or wish to make a complaint, please bring it to someone’s attention as soon as possible to help us identify areas where we can improve our services.
We will use your feedback to help us improve and we will show you how we have learned from your experience.
How to share your feedback with us
In the first instance we ask that you talk to the staff involved with your care or treatment, or their manager. This is often the quickest way for us to put things right and stop them getting worse.
If you do not feel comfortable about approaching this person, directly ask to speak to the Ward or Team Manager, the Modern Matron, the consultant, or the locality manager.
Please do not be afraid to say what you think. If you bring your feedback to our attention, it will not affect your future treatment or care. The trust has a policy of dealing with concerns openly. We welcome all feedback, and we will do everything possible to put things right.
As an alternative to speaking to staff about your concerns, the Complaints Team are here to help. They will manage your complaint in the best possible way to ensure that you receive a compassionate response that identifies how we have learnt from your experience which will be used to improve our services.
The complains team are available Monday to Friday (excluding bank holidays) between the hours of 9am and 4pm.
Freephone: 0800 052 0219
Text message: 07733 001221
Address: Complaints Department
Flatts Lane Centre
How do we aim to resolve concerns raised?
- Agree the concerns that you wish for us to have a closer look or be investigated.
- Be thorough and fair.
- Let you know when we will respond to your complaint or if there is a delay.
- If there is a delay, we will keep you up to date with what’s happening.
Learn lessons from your experience of our services and make identified improvements.
We take complaints very seriously. If you need help to make your complaint, please talk to your local independent NHS complaints advocacy provider.
L347 V14, 07/12/2023 (archive: 06/12/2026)Contact Form Download Easy Read PDF