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 contact us via Patient Advice and Liaison Service (PALS)   

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

Exceptional Circumstances – Changes to complaint response timeline  

As a result of the covid 19 pandemic we are currently operating with revised complaint response timelines as described under business continuity in our Patient Experience policy.  

Following the recent government announcement that the Covid-19 vaccination programme will be accelerated to offer everyone aged 18 and over a booster jab by the end of December 2021, our organisation – like many other NHS organisations – is redeploying some staff to vaccination centres to ensure this vital protection reaches as many people as possible.  As a result, we've had to pause the complaints process as staff who investigate complaints or process response letters have been temporarily redeployed. 

Please be assured that your complaint will be investigated, and you will receive a full report explaining what has occurred and what action has been taken. We will ensure you are kept up to date of the expected timeline for your response.  

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. 

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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.