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Patient Experience

Greater Nottingham Clinical Commissioning Partnership (comprising Nottingham City, Nottingham North and East, Nottingham West and Rushcliffe Clinical Commissioning Groups) has an information and advice line for patients and the public about local NHS services.

The Patient Experience Team will:

  • Provide a confidential listening and support service for any concerns that patients and the public may have
  • Provide information about NHS treatments and services
  • Help patients, their relatives and carers find their way through the NHS

Contact the Patient Experience Team

Telephone: 0115 8839570

Email: ncccg.patientexperience@nhs.net

In writing:
Patient Experience Team 
Greater Nottingham Clinical Commissioning Partnership
Standard Court
1 Park Row
Nottingham
NG1 6GN

In person:

If possible, please make an appointment as there may not be anyone available from the team if you call in.

Complaints

Making a complaint is one way that helps organisations to learn lessons from their mistakes and to prevent them happening to anyone else.

How can I make a complaint?

You can make a complaint in writing, by email, over the telephone or in person. Your complaint should be made as soon as possible and at the most within a year of the event or within a year of you realising that you have something to complain about. You can make a complaint on your own or on behalf of someone else with their permission.

Who should I contact with my complaint?

Doctor (GP), dentist, pharmacist or optician

Contact the service directly or the NHS England Customer Contact Centre on 0300 311 22 33 or email england.contactus@nhs.net

 Other NHS services 

Contact the Patient Experience Team on 0115 883 9570 or ncccg.patientexperience@nhs.net, download a complaint form or you may prefer to contact the service directly:

Information about making a complaint

Information on how to make a complaint can be made available in other languages, on audio cassette or CD, in large print, Braille and in illustrated format. Interpreters can also be arranged including sign interpreters. 

Can I get help and support with making my complaint?

Yes. An organisation called POhWER can provide you with support and advocacy. You can contact POhWER by phone on 0300 020 0093 or email yourvoiceyourchoice@pohwer.net.

What will happen once I make my complaint?

Complaints will be dealt with in a manner that is proportionate and appropriate to the issues raised. Your complaint will be investigated and the NHS organisation responsible will aim to resolve the concerns and where needed take action to prevent the incident from happening again.

Is it confidential?

Your right to confidentiality will be respected throughout the investigation. However, there may be times when we need to share information without your consent, for example to protect children and vulnerable adults.

What if I am still not satisfied?

If you are unhappy with the response to your complaint you should contact the service directly to see if they can look into the case further. You also have the right to take your complaint to the Health Service Ombudsman.

There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is a good reason to do so. The ombudsman has an online form to use to make a complaint about the NHS in England. The form is available at www.ombudsman.org.uk/make-a-complaint. You can also contact their helpline on 0345 015 4033 if you need advice or would like help to complete the form.

Further information is available at www.ombudsman.org.uk. You can write to the Ombudsman at: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.

You can download our complaints and concerns handling policy and procedure here.

Concerns relating to the Management of Conflicts of Interest

Any individual who wishes to raise a query or concern in relation to conflicts of interest may do so in accordance with the CCG's Managing Conflicts of Interests Policy by email to either the Director of Corporate Development (lucy.branson@nhs.net) and/or the CCG Conflicts of Interest Guardian (timwoods@nhs.net) or by post marked 'Strictly Private & Confidential' and addressed to either of these individuals at 1 Standard Court, Park Row, Nottingham, NG1 6GN.  Further information on the roles of these individuals in relation to the management of conflicts of interest can be found within the CCG Conflicts of Interest Policy.

Patient Stories

Your NHS stories and feedback really count

Your feedback is extremely important to us. Telling us about your experience, good or bad, means that we can better understand what is important to you, what we are doing well and where there are areas where we need to make improvements.

Your feedback can help us to:

Ensure our services are sensitive to the needs of patients, carers and visitors.
Improve and enhance the hospital experience.
Improve planning and decision making, taking into account our aim to ensure fair and equal use of services.
Ensure we are open and transparent in all that we do.


You can share your experiences with us in the following ways:

1. Complete the Patient Experience Form (survey monkey)
2. E-mail: nnestccg.pet@nhs.net
3. Call: 0800 028 3693 (option 2)
4. In person (call the above number to arrange an appointment)
5. Join us at local NHS events – check out CCG websites for upcoming dates


Check out what action we’ve taken with recent patient stories, comments and complaints in our You Said, We Did report.

 

Patient Stories

Patient stories are an invaluable way of helping us to understand how the services we deliver impact on you. They are recognised as an effective and powerful way of making sure that your voice is heard.

Research shows that patient stories bring experiences to life and encourage the NHS to focus on the patient as a person rather than a condition or an outcome. By gathering patient and carer narratives we can discover what really matters to you.

If you would like to share your story then contact a member of the Patient Experience Team.

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