Compliments and Complaints

 Compliments 2015-2016  Complaints 2015-2016
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It is good to know when we are getting things right and you are pleased with the care you have received. We’d like to hear from you – please tell the staff who are involved in your care or speak to our Patient Experience Team.

We try hard to get things right, but unfortunately mistakes can sometimes happen. When they do, we want to put things right and to use the experience to improve our service and prevent future mistakes from happening.

We would also love to hear about your experience on our services, please complete a survey by clicking the link below.
If the experience is about a child service user, please click here.
If the experience is about an adult service user, please click here.

How we will handle your complaint

  • We aim to acknowledge your complaint within 3 working days
  • We will discuss with you how your complaint will be handled and the outcome you expect. This may be a meeting (Local Resolution Meeting) with you, or a formal letter. We will also propose a timescale for us to complete an investigation of your complaint.
  • After your complaint has been thoroughly investigated, we will send you a response in the format you have requested, for example by letter or by email.

Can I get help to make a complaint?

The Independent Complaints Advocacy Service (ICAS) provides free independent advice to people about the NHS complaints procedure and they can help you make a complaint. For further information on how to contact ICAS please visit http://www.pohwer.net/nhs-complaints-advocacy.html.

Please click here for a comprehensive step by step guide to making a health service complaint.

Healthwatch Hertfordshire

Healthwatch Hertfordshire works with voluntary and community sector organisations to ensure the voices of service users and communities are heard and represented.

Website: http://www.healthwatchhertfordshire.co.uk/
Tel: 01707 275978

Parliamentary and Health Service Ombudsman

If you are unhappy with the response to your complaint you have the right to ask the Health Service Ombudsman to review your complaint. For further information on how to contact the Health Service Ombudsman please visit www.ombudsman.org.uk.

Frequently Asked Questions

Who can I talk to about my complaint?

You can talk to the Patient Experience team (01707 388036) who will pass your concern to the appropriate service. A member of staff from the service will contact you to discuss further.

What can I achieve from making a complaint?

Your concerns will be fully investigated and you will receive a response in the format you requested. We will apologise and let you know what will change as a result. Lessons learned from complaints are shared with HCT staff to reduce the likelihood of other patients having a similar experience.

How long does the investigation of my complaint take?

When we receive your complaint, we will have a discussion with you to agree the timescale.

You can make a compliment or complaint by contacting the Patient Experience Team:

Patient Experience Team
Hertfordshire Community NHS Trust
Unit 1a, Howard Court
14 Tewin Road
Welwyn Garden City
AL7 1BW
Phone: 01707 388036

Email: complaints.hchs@nhs.net

We are open Monday – Friday from 9:30 – 4:00pm (excluding bank holidays). When the service is closed you may leave a message on the answer phone.

If English is not your preferred language you can choose to use a confidential interpretation service. If you require this information in an alternative format including braille on request, If you require this please contact us on 01707 388164.