How to make a complaint

Complaints can be received by post in writing, by email, or verbally to a member of the Complaints team.


Contact

Telephone: 01332 787257
Email: uhdb.complaintsteam@nhs.net

Writing your formal 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

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


Contact an advocate

You may wish to have an advocate support you during the complaint process.

Advocacy services will support you throughout the process, including liaising with our team regularly on your behalf. If you are interested in seeking their support, you can access information about advocacy services via the relevant local authority for where you live.

If you are unsure which local authority to contact, please get in touch and we will advise.  
 

View our information leaflets

Advice and Support Service

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

Royal Derby Hospital

Office opening times: 9am to 4pm Monday to Friday

Telephone: 01332 787 257

Email: uhdb.complaintsteam@nhs.net

Contact PALS or leave us some feedback

Contact our Patient Advice and Liaison Service (PALS)

If you need help, advice, information or would like to speak to us about an enquiry, concern, make a comment or share a compliment, please contact our PALS team.

Email: uhdb.contactpalsderby@nhs.net
Telephone: 01332 785 156
Text: 07799 337 500
Please leave a voicemail outside of opening hours.

PALS can give advice and support where needed regarding your NHS health care by liaising with the appropriate staff, managers and relevant organisations.

More information is available on our leaflet.

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. Please be aware that over the summer the office may be operating reduced hours on a temporary basis. 


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 >
    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.

  • Leave us a compliment online >
    If you would like to let us know of a positive experience during your care.
     
  • Raise a concern online >
    If you have issues regarding your current care, appointment issues, an inpatient admission, or your wait to be seen in our hospitals this is the route to choose.  The issues raised are escalated to a senior member of staff of the area the concerns relate to. A response will be provided to you usually by telephone or email. PALS aim to provide a response to you within either 5 or 10 working days.
     
  • Raise a complaint online >
    If you are unhappy with an aspect of care, treatment or service that occurred in the last 12 months and requires a more detailed investigation this is the route to choose. A senior member of staff will be appointed to investigate the issues raised and either a meeting or written reply is offered to provide you with a response. We aim to provide a response within 40 working days.