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 in general, or a specific member of staff, about an excellent experience, we’d like to be able to share that with colleagues so that others might benefit from the same experience.
Your feedback supports us to continually review and update our services where necessary.
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 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. Please tell someone close to the cause of your complaint within AHP Suffolk; tell them what you think is wrong and they will do their best to put it right.
If you are unable to resolve your difficulties 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 at: 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 and clear response to your complaint within 25 working days. If this is not possible, we will let you know when you will receive an answer.
• We will look into your complaint thoroughly and fairly.
• We will be honest and polite, and keep information you give us confidential.
• 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 independent organisation Healthwatch Suffolk to understand more about what is working well for our patients and what could be improved. Feeding back is easy, it only takes a moment and you can be anonymous.
You can also use their website to find and feedback about 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, there are other organisations you may wish to refer to:
Patient Advice and Liaison Service (PALS)
If you are not happy about something you can speak to the PALS service. PALS is not part of the official complaints procedure, but might be able to deal 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: [email protected] 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: Monday to Thursday 8.30am to 5.00pm | Friday 8.30am to 12pm)
