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. You can also complete a Friends and Family Test survey 

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.  

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: ECCH.patientliaison@nhs.net 

You can also complete our online feedback form:










DD/MM/YYYY

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.

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 

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

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.