Complaints

At this time of national emergency and following NHS England guidelines, the Trust has placed a three month pause on the processing of new and existing complaints. This is to allow staff to focus on their front-line duties in response to the crisis and continue caring for patients. We will keep the situation under close and regular review and resume our investigations of complaints as soon as possible. 

It may be possible to conclude a limited number of complaint investigations, where availability of staff allows, and provide a response in writing. 

Unfortunately, we are currently unable to offer local resolution meetings as an option for responding to concerns.  This is due to the need to avoid non-essential meetings as part of the national social distancing measures to reduce the spread of the virus.

The complaints team will continue to receive, log and triage new complaints.  If any issues are identified regarding patient safety, practitioner performance or safeguarding, we will take immediate action where it is deemed appropriate.  We are mindful of our responsibility towards vulnerable people and will endeavor to provide support where we can.