NHS Eastern and Coastal Kent takes feedback and complaints very seriously. You should be treated with courtesy and respect at all times by NHS staff and making a comment or complaint about NHS services will not prejudice the care that you or your relatives are given.
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Address: Customer Services, NHS Eastern and Coastal Kent, Brook House, John Wilson Business Park, Chestfield, CT5 3DD
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Phone: 0800 085 6606
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Email: easterncoastalkentcomplaints@nhs.net
If you have recently needed to contact our Customer Services Team, including our Patient Advice and Liaison Service (PALS), we would be most grateful if you could take part in our survey.
How to complain
If you have a complaint or concern the quickest way to resolve it is to speak to the local staff, practice, hospital or manager of the service. If they can resolve it straight away they will do so.
What will happen next?
- Your complaint will be investigated as speedily and effectively as possible. You will be kept informed about the progress of the investigation.
- When the investigation is complete, you will be written to with the outcome of the investigation and any improvements that have already been, or will be made as a result of your complaint.
- It is hoped that your complaint will be resolved at this stage. If that is not the case, please contact us and we will discuss with you what else we might be able to do to resolve your complaint.
- If you continue to be unhappy with the outcome of your complaint you can ask the Health Service Ombudsman to review your complaint.
Who can help you make a complaint?
The Independent Complaints Advocacy Service (ICAS) is available to support you and represent your views, when making a complaint about the NHS. They can accompany you to meetings to discuss your complaint and provide the support of an interpreter.
Mediation
Mediation can often be helpful in resolving disputes between healthcare providers and patients and their carers. The independent mediator will listen to all aspects of the complaint and assist in finding a resolution to the problem. Either party can request mediation, but both parties must agree to it before proceeding. The Healthcare Resolution leaflet gives further details on mediation services in Kent.
Further information
The Listening, responding, improving leaflet contains details to help people who wish to make a comment, complaint or compliment about the services provided and commissioned by NHS Eastern and Coastal Kent.
The purpose of this Policy is to ensure that the rights and commitments set out in the NHS Constitution relating to complaints are upheld by staff.
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