How to make a complaint

• We would suggest that you send your complaint within a year of when you became aware of the problem you were complaining about
• Provide as much information as possible, including your name, address and contact details, the names of any staff, ward numbers, clinics or departments involved and, if possible, your hospital or NHS number
• It would help if you could identify the specific points and questions you would like addressed
• If you are raising a concern on behalf of another person, we will need to seek appropriate consent, even if that person has sadly died
• Consent may also be required to approach other agencies

An advocate, independent of the NHS, can help you with your complaint by providing free support at any stage of the process by:

• Helping to complete a complaint form or letter
• Attending meetings with you
• Review any information you are given

Contact an advocate

If you require any independent assistance or support during the complaints process, you can contact One Advocacy Service on 01332 228748, or by emailing referrals@oneadvocacyderby.org.

Derbyshire area (not City)

If you require any independent assistance or support during the complaints process, you can contact Derbyshire Mind (Independent Health Complaints Advocacy Service) on 01332 623732 or email advocacy@derbyshiremind.org.uk.
 

Staffordshire area

If you require any independent assistance or support during the complaints process, you can contact Total Voice NHS Complaints Advocacy on 01785 336387 or email info@totalvoicestaffs.org.
 

Leicestershire area

If you require any independent assistance or support during the complaints process, you can contact POwHER advocacy service on 0300 456 2365, or write to PO Box 14043, Birmingham, B6 9BL or email yourvoiceyourchoice@pohwer.net.
 

If you live outside of these areas

Your local council or Healthwatch will be able to advise who your local advocacy provider is. Details of your local council may be found on the government website.
 

Externally produced information leaflets

• Download Independent Health Complaints Advocacy Service (Mind) [pdf] 819KB
   
• Download How AvMA can help when things go wrong in healthcare [pdf] 270KB
   

View our information leaflets

View our PALS patient information leaflets >

If you have any questions about your complaint or need further information, please contact the Complaints Team.
 

Royal Derby Hospital

Office opening times: 8.30am to 4.30pm Monday to Friday

Telephone: 01332 787 257 / 01332 783243

Email:  uhdb.complaintsteam@nhs.net

At Royal Derby Hospital

Royal Derby Hospital
Uttoxeter Road
Derby
DE22 8NE

The office is open Monday to Friday, 9am to 4pm (excluding Bank Holidays) and is located in the main entrance, opposite Costa Coffee.  

At Queen's Hospital Burton

Queen's Hospital Burton
Belvedere Road
Burton on Trent
Staffordshire
DE13 0RB

The office is open Monday to Friday, 9am to 4pm (excluding Bank Holidays) and is located opposite the Fracture Clinic on the ground floor.

Telephone: 01332 785 156
Text: 07799 337 500  
Email: uhdb.contactpalsderby@nhs.net

Please leave a voicemail outside of opening hours.

Complete one of our feedback forms

When we receive your form, it will be reviewed by the PALS or Complaints team to consider the most appropriate way forward. You will be contacted to discuss and agree this.

• Raise an enquiry online (opens in new window) >
  If you have a general query, such as how to access your health records, a query on parking, or a suggestion on how to improve our services.
   
• Raise a concern online (opens in new window) >
  If you have issues regarding your current care, appointment issues, an inpatient admission, or your wait to be seen in our hospitals this is a more informal route and the issues raised are escalated to senior staff of the area the concerns relate to.  A response will be provided to you usually by telephone or email. PALS timescales are shorter and we aim to provide a response to you within either 5 or 10 working days.
   
• Leave us a compliment online (opens in new window) >
  If you would like to let us know of a positive experience during your care.
   
• Raise a complaint online (opens in new window) >
  If you are unhappy with an aspect of care, treatment or service (for yourself or a relative/friend) that you feel requires a more detailed investigation you can choose to raise your concern as a formal complaint.  A lead investigator will be appointed to fully investigate the issues raised and either a meeting or written reply is offered to provide you with a response. A formal complaint has either a 25 working day or 40 working day time scale dependant on the complexity of the concerns documented.