Feedback
We will place our communities at the centre of all our decision making and work to ensure that our services deliver “best care” to all.
We will seek and act directly on feedback from our communities to inform and shape care that best supports them. We will explore future developments, opportunities and innovations with partners, therefore being both reactive and proactive in our planning.
We will ensure the best possible experience for our patients throughout their care, from referral to discharge or onward referral, within every interaction with us. It includes their experience with our clinical, patient services and corporate teams, via telephone, online, in our clinics, during their appointments, or through any correspondence or contact.
All our services will deliver care equitably, ensuring equality, diversity and inclusivity is not compromised. We will actively review and action insights on equality, diversity and inclusivity.
We will consider how we are perceived in our wider community and ensure we optimise our social return and social impact.
Patient Feedback
We ask our patients for feedback regarding their experience with us.
You can telephone or email us with any complaints or compliments:
Telephone our central office on 03330 433966 or email via ahpsuffolk.enquiries@nhs.net
Written feedback can be shared via our mailing address : AHP Suffolk CIC, Hartismere Hospital, Castleton Way, Eye, Suffolk, IP23 7BH
You can provide feedback online be via the links below:
AHP Suffolk’s Patient Survey – Physiotherapy
Compliments and Suggestions
It is always nice to receive compliments; it’s also helpful to receive your suggestions. If you have a suggestion about an experience you think could have been better, we’d like to hear from you. If you would like to compliment AHP Suffolk CIC in general, or a specific member of staff, about an excellent experience, we’d like to be able to share that with colleagues so others might benefit from the same experience. Your feedback supports us to continually review and update our services.
Please send any suggestions or compliments to the staff member you have been dealing with, or send them directly to our Executive Team.
Complaints
At Allied Health Professionals Suffolk CIC we set ourselves very high standards and we recognise that sometimes things can go wrong. We hope you will not have cause to complain but, if you should, please rest assured we will act upon your complaint.
Making a complaint will not in any way affect the care you receive. In the first instance, please tell a staff member what you think is wrong and they will do their best to put it right.
If you are unable to resolve your concerns through discussion with a staff member, please contact our CEO and Executive Team by email, by telephoning 01379 770445 or alternatively you can write in confidence to Joanna Douglas, CEO, Allied Health Professionals Suffolk, Hartismere Hospital, Castleton Way, Eye, Suffolk, IP23 7BH.
When we receive your complaint our promise to you is:
• We will let you know we have received your complaint.
• We will endeavour to give you a full, clear response within 25 working days.
• If this is not possible, we will let you know when you will receive an response.
• We will look into your complaint thoroughly and fairly.
• We will be honest and polite, and maintain your confidentiality.
• We will apologise if we have made a mistake.
• We will tell you what we are doing to put things right.
Healthwatch Suffolk
We work closely with an independent organisation Healthwatch Suffolk to understand more about what is working well for our patients and what could be improved. Giving feedback is easy, it only takes a moment and you can remain anonymous.
You can also use the Healthwatch website to learn about and feedback on other NHS or social care services in your local area. Your comments will be used by Healthwatch Suffolk to shape, influence and improve local care.
You can contact the Healthwatch Suffolk team on 0800 448 8234 or via their website to share your experiences.
Other Organisations To Get Help From
If you are not satisfied with the level of response you have received from AHP Suffolk CIC, there are other organisations you may wish to contact:
Patient Advice and Liaison Service (PALS)
If you are not happy with the care you have received, you can speak to the PALS service. PALS is not part of the AHPS complaints procedure, but might be able to help with your concerns informally. PALS can also give your more information if you decide to make a formal complaint. They can be contacted using the details below:
Freephone: 0800 389 6819
(between 9:00am – 3:45pm Monday – Friday, excluding bank holidays)
Email: sneeicb.pals@nhs.net for feedback and queries
Patient Advice and Liaison Service (PALS)
Endeavour House
Russell Road
Ipswich
IP1 2BX
Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman make final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other public organisations. They do this fairly and without taking sides. This is a free service.
To start making a complaint to the Ombudsman follow this link
Alternatively call them: Helpline 0345 015 4033 (Monday to Thursday 8.30am to 5.00pm | Friday 8.30am to 12pm)
Share Your Appreciation with TAP (Thank and Praise)
We love hearing from our patients! If you’d like to share your positive experiences and show appreciation for our team, you can do so through TAP (Thank and Praise)—a dedicated online platform for expressing gratitude to NHS and healthcare staff.
Your kind words mean the world to us and help recognise the hard work of our team.
Leave your feedback today and help spread the positivity!