How to leave us feedback
We value your views on our services and use any feedback from patients and clients to inform the organisation’s regular reviews of services.
We hold patient feedback groups to gauge how we are performing. Our Patient Liaison team is always on hand to advise patients and answer their queries and concerns not only about ECCH’s services but those of the NHS as a whole.
In the event of a complaint we have a robust investigation procedure. We support complainants through the process and use these investigations to ensure service improvements are made whenever possible.
If you would you like to leave a compliment or make a complaint please use our feedback form.
East Coast Community Healthcare wishes to extend its sympathy following the death of your loved one. We appreciate that looking back may feel difficult, but your responses to this questionnaire will help us greatly to maintain and improve the care we offer patients, relatives, friends and carers in the future.
This survey will be treated in the strictest confidence. You may remain anonymous by withholding your name and address if you wish.
If you would prefer to speak to a member of our staff, or have an interview based on the questionnaire this can be arranged please call 01502 445447
You may find it helpful to share your views and opinions with others who may have had a similar experience to you. If so, we would like to invite you to attend a discussion group as continuation of the survey. Please indicate your interest on the back of this form.
You may find this guidance useful if you have lost someone during the COVID-19 pandemic. The information is applicable to both COVID-19 deaths and deaths from other causes. This guidance, for those living in England, complements the information ‘What to do when someone dies’.
Donations to ECCH
We are always extremely grateful for the generous funds we receive from patients and their families through personal donations and gifts in memory of loved ones who were treated by our community teams.
Any money donated to ECCH is spent on enhancing patient care in many different ways including through specialist training, improvements to equipment and patient facilities or clinical research.
If you wish to support a particular team or service, please tell us about this in a note included with your donation.
We like to write to thank everyone who makes a donation so please remember to include your contact details and, if you are donating in memory of a loved one, please include their name as well.
If you have any questions, or would like to talk to someone about making a donation, please call ECCH’s Patient Liaison Team on 01502 445447.
To donate by cheque, please make your cheque payable to East Coast Community Healthcare CIC and send it to:
Patient Liaison Team
Battery Green Road
The following organisations provide information, advice, support and advocacy to people who experience disability, vulnerability, distress and social exclusion and want independent support to make a complaint about their NHS care.
For patients in Norfolk: POhWER provides a free, independent and confidential advocacy service to support people in Norfolk with their NHS complaint.
For patients in Suffolk: VoiceAbility supports people who feel they are facing disadvantage or discrimination.
If you are unhappy with a decision about your child or young person’s level of support from the Continuing Care Service across Norfolk and Waveney then a fully impartial mediation service is available. A continuing care package is provided when a child or young person (up to their 18th birthday) has needs arising from disability, accident or illness that cannot be met by existing universal or specialist health services alone.
You can find more information in this Mediation Process Leaflet
Our Commitment to Complaints:
We know that sometimes things can go wrong with your care and if you should have cause to complain we want you to know that we take complaints very seriously and will investigate thoroughly.
You can do this by contacting the Patient Liaison Team.
Our Chief Executive always oversees each and every complaint and if you do have cause to complain, we promise to:
Treat your complaint fairly and promptly
Try to resolve complaints as soon as possible, and always within the NHS complaints guidelines. (Usually, we can respond in full to your complaint within 30 working days)
If we can’t meet our own strict criteria of 30 working days, we will always inform you of the reasons why and will provide you with a new deadline
If you would like to meet with our Patient Liaison Manager to discuss your complaint, you can
We will always write to confirm any meetings held
We will always write a full response to each complaint
If you would like to meet with us to discuss the outcome of our investigations, you can
Complaints should not, in any way, adversely affect your future care
If you are not satisfied with our response, we will meet you to discuss your concerns
Our Patient Liaison team is always on hand to advise patients and answer their queries and concerns not only about ECCH’s services but those of the NHS as a whole.
Sometimes you may have a concern which we may be able to address quickly and effectively to your satisfaction. We would welcome the opportunity to do this on your behalf. Our Patient Liaison Team can be contacted in a number of ways:
By Telephone: 01502 445447
Patient Liaison Team
Battery Green Road
By Email: ECCH.firstname.lastname@example.org
We would be really grateful if you could take a few minutes to complete this brief questionnaire, as we are keen to find out what people think and to help us to make improvements if required to our “Positive Pain Management” group sessions.
Participation is completely voluntary and can be anonymous if you wish. Your future healthcare will not be impacted in any way by your decision whether or not to complete this questionnaire. Neither will it be affected by the information that you provide.