Have your say
Tell us what you think
We are committed to providing the best service possible to our patients. To help us improve, we are always keen to receive patient feedback.
Your feedback allows us to continuously learn and drive improvement with tangible change; we can also identify areas of good practice to share with staff, to boost morale and share where we are performing well.
We strive to make it as easy as possible for you to share your feedback. To go to the Complaints and Praise page on our website, click here.
How to make a complaint
There may be occasions when our service does not meet with your expectations. Please ask to speak with the Lead Nurse, or shift lead, on the day; we would like to try and resolve any issues as they arise to ensure patient safety and satisfaction.
If you would like to make a complaint, we encourage you to contact us as soon as possible to enable us to investigate and provide a response to your concerns.
We have an accessible and robust complaints process, in line with the NHS complaints procedure.
Feedback to the Care Quality Comission (CQC)
You also have the right to report any dissatisfaction or concerns to the CQC, which is the independent regulator of health and adult social care services in England.
Care Quality Commission
Newcastle upon Tyne NE1 4PA
T: 03000 616 161
If you would like to provide feedback directly to the CQC, you can do so on the CQC website
What we will do
We will acknowledge receipt of your complaint within three working days and aim to have fully investigated within 25 working days of the date your complaint is received.
The aim of complaint investigation is to look for any potential learning, that can support improved service delivery in the future.
If you would like to discuss your concerns, a member of our Patient Experience team will be happy to contact you by telephone.
You can contact them on 0808 260 9934 or by email to firstname.lastname@example.org
The Patient Experience team
The Old Ambulance Station
Welwyn Garden City
Herts AL7 4HL
T: 08088 260 9934
For enquiries, please visit: https://hucweb.co.uk/contact/
Giving feedback on behalf of someone else
We appreciate there may be occasions when a friend or relative may wish to raise concerns on behalf of a patient. To ensure we protect their privacy, dignity, and confidentiality we will reach out to the patient to gain their consent to respond.
Duty of candour
We take our duty of candour seriously - all relevant information to persons who have or may have been harmed by the provision of services will be accessible, whether or not the information has been requested and whether or not a complaint or a report about that provision has been made.