Complaints and Compliments (4Cs)
People have told us that they don’t always want to make a formal complaint – they often simply want to let us know about their experience and be listened to. Sometimes they want to say ‘thank you’ to staff.
We want to know when we get it right! We welcome compliments and will let staff know when you think they have done a good job.
You may have a comment you would like us to hear which could help improve a service.
You may have a concern which you would like to be noted and resolved.
You may want to make a complaint. If your concern could not be resolved by a member of staff at the time, it is important that you let us know as soon as possible so that we can carry out a thorough investigation.
We aim to acknowledge all of the above in writing within 2 working days of receipt and to resolve any concern efficiently and effectively within a timescale agreed with you. It is very helpful if you can provide us with a telephone number when you contact us so that we can talk to you about your feedback and agree the best way forward.
Your experience counts – Listening to our local communities and learning from feedback
Without feedback we cannot know what people think about the services they have received or expect to receive in the future.
We want you to feel you are able to tell us about your experience with the NHS and/or Adult Social Care Services. We would like to reassure you that, by giving us feedback, positive or negative, you are helping us to improve our services and if you are making a complaint the care and treatment that you receive in future will not be affected in a negative way.
Ways to feedback
There are many ways you can feed back your experience of NHS or Social Care services. All types of feedback are important to us. With your views we can share good practice and learn from our mistakes. You can:-
- Speak to a member of staff
- Complete an NHS ‘Your experience counts comment card’ or an adult Social Care ‘We want your feedback’ leaflet
- Contact PALS for the NHS or Customer Services in Social Care and staff will be happy to talk to you and hear your views