How to leave us feedback

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’.

Care Opinion uk

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
Hamilton House
Battery Green Road
Lowestoft
NR32 1DE 

Health Watch Norfolk

Health Watch Suffolk

Independent Help

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. 

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.

Complete the survey

Mediation

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 

NHS Choices

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

In Writing: 

Patient Liaison Team
Hamilton House
Battery Green Road
Lowestoft
NR32 1DE  

By Email: PATIENTLIAISON@ecchcic.nhs.uk

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.

We would also like to talk with some patients to hear about any positive or negative experiences, this feedback will help us to try and improve the service where possible. If this is something you would be interested in, you can indicate this at the end of the form or express your interest at ENQUIRY@ecchcic.nhs.uk

A Patient Participation Group (PPG) is a group of patients interested in health and healthcare issues, who want to get involved with and support the running of their local community health service.

We meet regularly and work closely with staff to decide ways and means of making a positive contribution to the services and facilities offered to East Coast Community Healthcare patients.

The PPG is an important way for patients to relay any views on the provision and development of services to respond and advise if there are changes within the service. The PPG would like to encourage and welcome patients to give their views on subjects relating to the community service by contacting the group.

If you are a patient or relative of a patient who has used one of our services and you would like to be more involved, and could spare an occasional hour periodically to respond to any specific questions we might have and attend a bi-monthly meeting, face-to-face or virtual, find out how to join below.

Complete the online Patient Participation Group (PPG) form

Reporting Fraud

Fraud and bribery offences divert valuable resources away from patient care and ECCH takes a zero-tolerance approach towards fraud, bribery, and corruption.  The NHS Counter Fraud Authority whose role it is to identify, investigate and prevent fraud within the NHS and wider health group estimates that £1.14 billion is lost to fraud every year.

All organisations providing NHS services are required to have a Local Counter Fraud Specialist (LCFS). This is an accredited professional whose role is to raise awareness of fraud within the organisation and investigate any suspicions of fraud and bribery that may arise.

If you have a concern of fraud or corruption within ECCH you have the following options for who you can report your concerns to: 

Our website is designed for you - our patients, your relatives, friends and professionals engaging with us at ECCH - so you can find the information you need about our organisation and its services.

We welcome your opinions to ensure we can give you the best possible online experience.

Fill in our survey