Compliments, Comments and Complaints

If you or your relatives are unhappy about any aspect of your care or the services you have received, please speak to a member of staff in the first instance.

Problems can often be sorted out on the spot. If you feel able to talk to those concerned, you can give them the opportunity to put things right.

If you don’t want to speak to a member of staff or you still feel dissatisfied and your issues have not been resolved, you can either contact our Patient Advice and Liaison Service (PALS) or you can choose to make a formal complaint. Click here for our complaints form and click here for our Complaints Ethnicity Form.

We view complaints positively, using them as an opportunity to improve services.  

Our complaints team can be contacted as follows:

FREEPOST:  RTGA-CTLG-SCKH
Complaints Manager
Complaints Team (supported by Serco)
Unit 3, Meadow Park
Meadow Lane
St Ives
Cambs, PE27 4LG

Tel: 01223 885704
Fax: 01223 477795
Email: Ang-sa.NHScomplaints@nhs.net

The Complaints Manager will work with you to resolve your complaint. If you have written or emailed, they may speak to you to help understand your concerns more fully and to work out a way these can be resolved.

Your complaint will be investigated and you will receive a full report explaining what has occurred and what action has been taken. The timescales for receiving this will also be agreed with you and we will keep you informed throughout the process.

If you wish to view the full Complaints Policy for Cambridgeshire Community Services NHS Trust then please click here for the Trust Policy page and search for document number DN060.

What happens if I am still not satisfied?

We will do everything we can to resolve your complaint, including arranging meetings with staff involved and seeking independent medical advice. We also have trained independent conciliators who can work with all parties to work out more complex issues.

In the rare circumstances where you are still dissatisfied with the response, you can contact the Parliamentary and Health Service Ombudsman .

The Parliamentary and Health Service Ombudsman 
Millbank Tower
Millbank 
London 
SW1P 4QP

Telephone: 0345 015 4033
email: phso.enquiries@ombudsman.org.uk 
www.ombudsman.org.uk

The Ombudsman will usually expect a complaint to have followed our complaints procedure before considering it.

If you would like to share a positive experience about your care, or just make a comment on our services, we would be delighted to receive these and share them with the staff involved and, through our staff newsletter, with a wider audience.

You can send your compliments to:

Cambridgeshire, Peterborough, Norfolk and Suffolk locality:

Freepost: RTGA-CTLG-SCKH
PALS & Patient Experience Team
Unit 3, Meadow Park
Meadow Lane
St Ives
Cambs, PE27 4LG

Click here for our Patient Information Leaflet - Cambridgeshire, Peterborough, Norfolk and Suffolk

Luton locality:

Freepost:  CCS LUT PATIENT EXPERIENCE

 

Information and Assistance with making complaints is available from POhWER and the Local Government Ombudsman (for issues relating to local goverment-provided services) 

 

NHS Complaints Advocacy - POhWER

Problems with the care and/or treatment provided by the National Health Service (NHS)?

Tel: 01582 447 109 (charged at local rate)
www.pohwer.net

The Local Government Ombudsman

PO Box 4771, Coventry, CV4 0EH.
Tel: 0300 061 0614 or 0845 602 1983
Fax: 024 7682 001

Website: www.Igo.org.uk
Email: advice@Igo.org.uk

 

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Compliments and complaints
Patient Experience
The staff are wonderful; the receptionists were polite and efficient, the nurses I have seen, were incredible.