🌟 Compliments, Feedback & Complaints🌟

We are committed to providing safe, compassionate specialist nursing services, including those delivered in patients’ homes, community-based clinics and through remote digital care. Your feedback helps us learn, improve, and continue delivering the highest standard of care.

We want every patient and family member to feel heard, respected, and supported. Whether you want to share something positive, offer feedback, or raise a concern, we welcome your thoughts.

⭐ When We Get It Right

We love hearing when our specialist nurses or services have made a positive difference.
Your compliments help us celebrate our team and understand what matters most to you.

To share a compliment, use the contact details below.

⚠️ When Something Doesn’t Go as Expected

If something hasn’t met your expectations, please tell us.
We take every concern seriously and aim to resolve issues quickly, fairly, and openly.

To raise a concern or complaint, use the contact details below.

All complaints are managed by our complaints managers, who are responsible for:

Ensuring effective management of all complaints received,
Promoting resolution and learning, and
Ensuring that appropriate action is taken where necessary, in line with Regulation 16 and the Duty of Candour.

All complaints are handled in line with:

NHS Complaints Regulations (2009)
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014
- Regulation 16 (Receiving and acting on complaints)
- Regulation 20 (Duty of Candour).

📝 Our Complaints Procedure

All complaints are acknowledged within 3 working days.
A full response is provided within 28 working days, unless otherwise agreed.

1️⃣Stage One – Initial Review

Handled by our Complaints Managers.
We will discuss your concerns, explain how we will investigate, and aim to resolve the matter quickly and compassionately.

2️⃣Stage Two – Final Impartial Review

If you feel your concern has not been resolved at Stage One, a final impartial review of the complaint will be done by a senior manager, who will review the investigation and provide a further written response.
This is the final stage of our internal process.

💙 Duty of Candour

If something goes wrong during your care, we will: