Compliments and complaints

All feedback is considered a valuable learning source to develop better quality, higher standards of healthcare and improved experiences for every person in our care.  The Charity is committed to listening, changing, and improving services in response to complaints and concerns raised by patients, service users, their families and carers or other people at any time, and where possible, involving the people who raised their concerns in the changes

We welcome phone calls (including text relay calls) or emails if you have any feedback about patient care:

> Telephone: 01604 616 829

> Complaints email: pals&complaints@standrew.co.uk 

> Compliments email: compliments@standrew.co.uk

Do use our Contact Us page if you would like to raise any other matter with us.

Every person who raises a complaint will be treated with respect and courtesy and offered appropriate support throughout the handling of their complaint.  No one will be discriminated against or treated badly as a result of making a complaint. If you are complaining on behalf of someone else, we will need their consent to share details to do with their care with you.

The Charity’s approach to handling complaints is underpinned by the six principles of good complaint handling as set out by the Parliamentary and Health Service Ombudsman in 2009:

• Getting it right (first time, every time)
• Being customer focused
• Being open and accountable
• Acting fairly and proportionately
• Putting things right
• Seeking continuous improvement

If you are not satisfied with the outcome of your complaint or the way your complaint has been handled by us, you can refer the matter to the Parliamentary and Health Services Ombudsman. The Ombudsman will usually ask that the Charity's process has been completed before reviewing the outcome.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SWIP 4QP

Tel: 030450154033
Email: www.ombudsman.org.uk

It is our aim to provide the best care for every person in our care every day and your feedback will ensure that we continuously improve our services to achieve this aim.