How do I make a complaint?

We take all complaints very seriously and whether your complaint is handled by our front line staff, PALS or Complaints teams, we will investigate and learn from it using the Parliamentary and Health Service Ombudsman’s Principles of Good Administration.

The key points are:

• Getting it right
  
  
• Being customer focused
  
  
• Being open and accountable
  
  
• Acting fairly and proportionately
  
  
• Putting things right
  
  
• Seeking continuous improvement
  
  

Will my care be affected by raising my concerns or complaints?

No, we cannot stress this enough that your care will not be adversely affected by you raising your concerns or complaints with us. It might very well help to improve your care; because it is only by knowing and listening to what people have to say that we can make things better for you and others.

If you do feel that your care has been affected by you making a complaint, please let us know.

Is there anyone to help me make a complaint about my healthcare?

Yes, the Independent Complaints Advocacy Service or ICAS for short is totally independent of the NHS and is available to help you raise a complaint about health care services. They can be contacted by the following methods.

Telephone: 01225 762723 / 762681

E-mail: trowbridge.icas@seap.org.uk 

Web site: http://www.seap.org.uk/ 

Write to: ICAS,
Unit 3, Premier House, Willowside Park, Canal Road, Trowbridge, Wiltshire, BA14 8RH

What happens if you cannot resolve my complaint?

We will do everything we can to find a resolution to any concerns or complaints that you may have. However, there may be occasions where we can do no more and in these circumstances, we will tell you and you will then be free to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint and the way in which we have responded too you.

How do I contact the PHSO?

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
 

Complaint helpline: 0345 015 4033 (Monday to Friday 8.30am to 5.30am)

E-mail: phso-enquiries@ombudsman.org.uk 

Fax: 0300 061 4000

Web site: http://www.ombudsman.org.uk/