Comments, concerns and complaints

Although we aim to provide a high-quality service, there will be times when we do not get it right. We encourage you, our patients and families, to get in touch with us when you believe that our service has not been as it should.

We welcome the opportunity to learn from these situations and to use them to improve future services.

Our Patient Experience team is your first point of contact should you have a comment, concern or complaint about the service you have received and we will do our best to deal with them quickly, fairly and efficiently.

You can also check our Frequently asked questions page to see if your comment, concern or complaint has already been addressed.

If you wish to raise a comment, concern or complaint on behalf of someone else, we will need to obtain appropriate consent and, if this is not possible, we discuss with you what we need to do to progress the matter.

Complaint form

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You can view an easy read version of our complaints leaflet here 

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On receipt of all comments, concerns and complaints, we will:

• Acknowledge these verbally and / or in writing within three working days of its receipt;
• Agree with you what will happen next;
• Investigate the circumstances surrounding the incident;
• Explain what action we are going to take.

What happens if you are not satisfied?

The Trust will do everything possible to ensure that your comment, concern or complaint is addressed in full and to your satisfaction. If, however, you do remain dissatisfied, you can contact the Parliamentary and Health Service Ombudsman.

Contacting Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033 or visit www.ombudsman.org.uk

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Healthcare Professional Incidents:

If you are a Healthcare Professional and wish to raise an incident for us to review please email the details to the Incident team using the following address:  InPhaseOversight@swast.nhs.uk 

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You can complete our Complaint Survey here. Once the survey is completed, please sent it to  patientexperience@swast.nhs.uk.