Making a complaint

Making a complaint

Please let us know

NHS Cambridgeshire always welcome suggestions on how we can make improvements.  We would like to hear from you if you are not happy with the standard of service, care or treatment we provide.
So that we can improve our services, it is important that you let us know if you have any concerns.

We encourage our staff to help you deal with any concerns or complaints in a friendly, confidential manner and they will do their best to resolve your concerns or queries on the spot or as quickly as possible.

If you don't want to speak to a member of staff, you can contact NHS Cambridgeshire Patient Advice and Liaison Service (PALS):

Patient Advice and Liaison Service (PALS)
Lockton House
Clarendon Road
Cambridge CB2 8FH

Freephone: 0800 279 2535
Telephone: 01223 725588
E-mail: c-pct.pals@nhs.net

Local PALS officers can help people who are experiencing problems with their NHS care and can speak to staff for you and work with you to resolve your concerns.

You can make a complaint

If, after speaking to a member of staff or PALS, you feel that your concern has not been satisfactorily resolved, you can telephone or write to us.

It will help if you do this as soon as possible after the event because you need to make your complaint within 12 months of the incident. Making a complaint will not affect the way you are treated.

Please write to:

The Complaints Manager
NHS Cambridgeshire
c/o Anglia Support Partnership
18 Vinery Road
Cambridge
CB1 3DX

Email: complaints@asp.nhs.uk
Telephone: 01223 477760

Sharing of Information

It may be necessary, on occasion, to share information with other relevant parties.

What happens next?

The Complaints Manager will work with you to resolve your complaint. If you have written or emailed, they may speak to you to help understand your concerns more fully and to work out a way these can be resolved.

Your complaint will be investigated and you will receive a full report explaining what has occurred and what action has been taken. The timescales for receiving this will also be agreed with you and we will keep you informed throughout the process.

What happens if I am still not satisfied?

We will do everything we can to resolve your complaint, including arranging meetings with staff involved and seeking independent medical advice. We also have trained independent conciliators who can work with all parties to work out more complex issues.

In the rare circumstances where you are still dissatisfied with the response, you can contact the Parliamentary and Health Service Ombudsman .

You will need to write to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033
email: phso.enquiries@ombudsman.org.uk
www.ombudsman.org.uk

The Ombudsman will usually expect a complaint to have followed NHS Cambridgeshire complaints procedure before considering it.