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How to raise a concern

Your feedback is vitally important for us to see what we may be doing right or wrong and to help us to improve the services we provide to you.

If you have not received the level of service you would expect from us, we want you to tell us. By doing so, you can help us get to the bottom of the problem quickly and effectively.

If you wish to raise a concern or make a complaint on behalf of a service user, for confidentiality reasons, explicit consent must be obtained from the service user to disclose personal health information and the results of any investigation.

Raising a concern

Any concerns that you may have are, in most cases, best dealt with as soon as they arise. We encourage you to raise any concern you have to your local customer service team or health liaison officer in the first instance, as they may be able to sort out the problem straight away.

Making a complaint

We take complaints very seriously. All complaints are treated in the strictest of confidence and we always aim to resolve them quickly and, where possible, correct any mistake straight away. You can make a formal complaint to your local customer service team or health liaison officer in the first instance.

The complaints process

Once you have raised a formal complaint, the customer service team or health liaison officer will contact you by telephone to discuss your concerns. This will usually be within one (1) working day. Please let us know during this call if you need us to communicate with you in a different way, or have any other accessibility needs, e.g. you require an advocate or interpreter.

A written acknowledgement will be provided within three (3) working days, giving contact details of the person who will initially be dealing with your complaint and the next steps.

We aim to resolve all complaints within 25 working days. We understand, however, that some complaints are more complex and it may take longer to conduct a thorough investigation and provide a full response. If this is the case, the health liaison officer will agree a more realistic timescale with you.

Please see the Your Right to Complain leaflet for more information.

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