What to expect when you raise a concern with us
It’s normal to feel nervous about getting in touch with us, but we’re here to support you.
Our patient charter sets out our commitments to you.
We’ll treat you with dignity and respect
We’ll listen to your concerns and give you enough time to explain your situation. We understand that you may be going through a difficult time and we can arrange confidential support through our . We will take your concerns seriously.
We’ll help you find the best way to raise your concern
We want to help you raise your concern to the right organisation. Sometimes that’s us, but in other cases a different organisation may be better placed to help you. If your concern isn’t something we can deal with, we’ll try and help you find the right place.
We’ll keep you updated
We’ll explain how we will look into your concern and how we’ll keep you updated on our progress. We’ll let you know if there’s a delay and will provide contact details so that you know who to contact for additional information or updates.
We’ll communicate in a way that works for you
We’ll adapt our communications to best meet your needs. We want to make it as easy as possible for you to understand the information we give you and the decisions we make. You can speak to us on the telephone, write or send an email. Our Patient Liaison Service offers meetings in person if we decide to open an investigation into your concerns.
We’ll handle your information with care
We’ll maintain confidentiality as far as possible. If we believe we need to share your information or details with others outside our organisation to help us handle your concern, we’ll let you know and seek your views.
We’ll learn from your experience with us
We may not always be able to provide the outcome or answer you want, but we do want to learn from your experience of raising a concern with us. If we have made a mistake we will say sorry. We’ll use your feedback to improve our services.