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Patient Experience and Complaints

Patient experience and complaints

Contact our patient information line if you want to talk to someone about local NHS services. You can contact us by phone from 9am to 5pm Monday to Friday (excluding bank holidays), by email or by post.

The ICB has a zero tolerance attitude towards violence; this includes written and verbal abuse towards staff.

Telephone: 0115 8839570

By post: Patient Experience Team, Sir John Robinson House, Sir John Robinson Way, Arnold, Nottingham, NG5 6DA

Email: nnicb-nn.patientexperience@nhs.net

Make a complaint

Making a complaint is one way that helps organisations to learn lessons from their mistakes and to prevent them happening to anyone else. Your care and treatment with NHS services will not be compromised as a result of making a complaint.

How can I make a complaint?

You can make a complaint in writing, by email, over the telephone or in person. Your complaint should be made as soon as possible and at the most within a year of the event or within a year of you realising that you have something to complain about. You can make a complaint on your own or on behalf of someone else with their permission.

Download a leaflet about how to make a complaint

Who should I contact to make my complaint?

Primary Care – GP, dentist, pharmacist or optician

As from 1 July 2023, if you wish to make a complaint about primary care, please contact the service directly. Alternatively, email nnicb-nn.patientexperience@nhs.net or telephone 0115 8839570

Hospital and community services

Nottingham CityCare Partnership on 0115 883 9654 or NCP.CustomerCare@nhs.net
Hospital treatment at Nottingham University Hospital (Queen’s Medical Centre (QMC) & City Hospital sites) on 0800 183 0204 or email pals@nuh.nhs.uk
Doncaster and Bassetlaw Teaching Hospitals (Doncaster Hospital, Bassetlaw Hospital, Retford Hospital and Montagu Hospital (Mexborough) email dbth.pals.dbh@nhs.net phone 01302 642764, freephone 0800 028 8059
Nottinghamshire Healthcare Trust on 0115 993 4542 or email palsandcomplaints@nottshc.nhs.uk

Mental health services

Nottinghamshire Healthcare Trust on 0115 993 4542 or email palsandcomplaints@nottshc.nhs.uk

Information about making a complaint

Information on how to make a complaint can be made available in other languages, on audio cassette or CD, in large print, Braille and in illustrated format. Interpreters can also be arranged including sign interpreters.

Can I get help and support with making my complaint?

Yes. An organisation called POhWER can provide you with support and advocacy. You can contact POhWER by phone on 0300 020 0093 or email: yourvoiceyourchoice@pohwer.net.

What will happen once I make my complaint?

Complaints will be dealt with in a manner that is proportionate and appropriate to the issues raised. Your complaint will be investigated and the NHS organisation responsible will aim to resolve the concerns and where needed take action to prevent the incident from happening again.

Is it confidential?

Your right to confidentiality will be respected throughout the investigation. However, there may be times when we need to share information without your consent, for example to protect children and vulnerable adults.

What if I am still not satisfied?

If you are unhappy with the response to your complaint you should contact the service directly to see if they can look into the case further. You also have the right to take your complaint to the Health Service Ombudsman.
There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is a good reason to do so. The ombudsman has an online form to use to make a complaint about the NHS in England. The form is available at www.ombudsman.org.uk/make-a-complaint. You can also contact their helpline on 0345 015 4033 if you need advice or would like help to complete the form.
Further information is available at www.ombudsman.org.uk. You can write to the Ombudsman at: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.
You can download our complaints and concerns handling policy and procedure here.

Concerns relating to the Management of Conflicts of Interest

For information regarding raising a query or concern in relation to conflicts of interest, please visit our Conflicts of Interest page here

Patient Experience Policy

View our Patient Experience Policy under Quality Policies.