How to leave us feedback

ECCH is committed to providing the highest quality of service delivery and to placing people and communities at the centre of everything we do. We welcome all feedback to help us understand what we’re doing well and learn how we can improve our services.

Patient Advice and Liaison Service (PALS)

PALS offers confidential advice, support and information and provides a point of contact for patients, families and carers. You can contact our PALS team using the details below. Your feedback helps us understand what we are doing well and how we can continue to improve our services. We may also share your feedback with staff across ECCH to highlight good practice.

Compliments

If you would like to provide positive feedback about a service you have received, the best way to capture this is through the Friends and Family Test here.

Alternatively, you can contact our PALS team at 01502 445447 or email them at patientliaison@ecchcic.org.uk.

Your feedback lets us know what we have done well and we will use it to ensure we continue to deliver a great service.

We may share your feedback with staff across ECCH to highlight best practice.

Concerns and complaints

If you are unhappy with the care you have received, or that a family member has received, we would like to understand this experience and learn how we can do things differently.

It is important to highlight that raising a concern or complaint will not affect the care you or a family member will receive from ECCH.

The PALS team can offer advice and support and try to resolve your concern as quickly as possible.

PALS will guide you through the process of raising a concern or complaint. You can contact PALS at 01502 445447 or email them at patientliaison@ecchcic.org.uk.

Making a complaint

ECCH complies with NHS Complaints Regulations. All complaints can be submitted by telephone (01502 445447), via email to patientliaison@ecchcic.org.uk or by writing to PALS Team, Hamilton House, Battery Green Road, Lowestoft, Suffolk, NR32 1DE.

Please provide as much information about what has happened with details such as dates, times and who was involved.

If you are complaining on behalf of someone else, we will require their written consent to progress with the complaint.

If you have Lasting Power of Attorney for Healthcare or are an Executor of a deceased patient's will, proof will be required with your identification to be sent via email to the PALS email address.

What happens after making a complaint?

We will respond to you within three working days of receiving your complaint and will let you know what is going to happen next, and whether we need anything else from you.

A senior member of staff will be appointed to investigate the concerns raised. They may contact you if additional information is needed.You can also contact the PALS team at any point throughout the investigation.

When the investigation is completed, you will receive a letter advising you of the investigation findings and, where possible, any changes that are going to be made because of your complaint, what lessons have been learnt and how services will be improved.

If you would like to receive this letter in a different language or different format such as easy-read or audio file, please let us know as soon as possible.

Support when making a complaint

POhWER – offers support and advocacy services in Norfolk and Suffolk to support people with making complaints and through the complaints process. Find out more information at www.pohwer.net

What happens if I’m not satisfied with the outcome of the complaint?

Please let our PALS team know if you remain unsatisfied with the outcome of the complaint investigation.

We can arrange a meeting with the service and staff involved to try to come to a resolution.

If a resolution cannot be met, you can contact the Parliamentary and Health Service Ombudsman.This is a free service that investigates complaints about the NHS as well as various other public organisations.

More information about the Ombudsman can be found here – www.ombudsman.org.uk

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