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Feedback and Complaints
We welcome concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services.
To make a complaint
Most issues can be resolved at a local level. Please speak to a member of staff first who will try to resolve it for you. We recognise that we cannot always resolve issues as they arise and that sometimes people will want to make a complaint. You can complain or give feedback:
- By telephone
- in writing
- Using the online form
An Easy Read guide to feedback and complaints
The Hurley Group’s easy read guide explains how to give feedback or make a complaint about your healthcare.
View the Easy Read feedback and complaints guide.
Download the Easy Read guide here.
Complaints – what you need to provide
Provide as much information as possible to allow us to investigate your complaint. Include the following:
- your name and a valid email or home address for reply
- a phone number in case we need to contact you for additional information
- the name, location, and postal address (if you know it) of the service you want to complain about
- a clear description of what you want to complain about and when this happened
- any relevant correspondence.
Consent
If you are complaining on behalf of someone else, we will need their consent to proceed with the complaint. We will contact you about this.
Time frames for complaints
You need to raise your complaint within twelve months of the incident or, within twelve months of discovering that a problem has occurred, but ideally as soon as possible.
What happens next?
We will acknowledge all complaints no later than the third working day after the day the complaint is received. We may contact you for more information.
Investigating the complaint
The complaint will be investigated and you will receive a written response. If we are able to learn and improve as a result of your complaint we will tell you about this in the written response.
How long will it take?
This will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.
Contacting us about an existing complaint
If you need to contact us about an existing complaint, please email where possible. You can find the email address in the letter we sent to you to acknowledge your complaint. You will also find a number you can call us on, included in this letter.
Confidentiality
We will ensure that all complaints are investigated confidentially, that any documents are held separately from your healthcare record, and nothing is reported in your record about the complaint.
Complaint outcomes may be anonymised and shared within our organisation and may be published on our website to promote service improvement.
Further information
If you are dissatisfied with the outcome of your complaint, you can take your complaint to the Parliamentary Health Service Ombudsman (PHSO) on 0345 015 4033.