Visiting and mask guidance

Face masks must be worn at our hospitals in certain areas. Please see information for visitors > for all guidance on visiting.

Complaints

As you will be aware the NHS is facing significant challenges with regard to the coronavirus, which may, unfortunately, impact on our ability to investigate and respond to your complaint within our usual timescales of 25/40 working days.

Due to the need to adhere to national social distancing measures at present we are unable to offer face-to-face local resolution meetings. However, as an alternative, we are able to offer virtual meetings via Teams.

Information about advocacy and support

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


Advocates may be contacted as follows:

  • Derby City area:
    If you require any independent assistance or support during the complaints process, you can contact One Advocacy Service, Derby on 01332 228748, or 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

UHDB leaflets

View our PALS patient information leaflets >

Tips on making a complaint in British Sign Language (BSL)

The Parliamentary and Health Service Ombudsman role in British Sign Language

This video was produced by Parliamentary and Health Service Ombudsman.


Tips on making a complaint to the NHS in England

This video was produced by Parliamentary and Health Service Ombudsman.