We are committed to ensuring our patients receive the very best care at all times. However, we recognise that misunderstandings and mistakes do occur and it is only through hearing about these matters that we can resolve patients’ concerns and ensure we learn from any mistakes made. We are also keen to hear of the positive experiences that our service has oﬀered you.
If you do have a concern we hope that we can resolve it informally, however, if you are unhappy with the treatment or service you have received from our service or if you are unhappy with the answers you have received informally, you may wish to make a formal complaint. We may even suggest that this is the best course of action in order to resolve your particular concern.
If you make a formal complaint, we will endeavor to send you an acknowledgement within 3 working days of receipt and a full written response outlining the ﬁndings of our investigations within 25 working days. Should these timescales not be possible, we will keep you informed about the reasons why and when you can expect to receive the response.