OUR COMPLAINTS POLICY

Herts Health strives to provide high quality care. However, if at any time you are dissatisfied with the service you have received you have the right to complain.

 

To make a complaint please email: herts.health@nhs.net stating COMPLAINT in the subject line. 

 

We will acknowledge receipt within 3 working days and aim to have investigated the matter within 10 working days. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

 

You may either receive a formal reply in writing or be invited for a face to face meeting to resolve the issue.

 

Upon investigating a complaint Herts Health will be looking for learning points from which we will create plans to reduce the likelihood of any similar future complaints.  We aim to make it possible for you to discuss the issue with those involved if you would like to do so.

​

When the investigations are complete your complaint will be determined and a final response sent to you.

​

If we are unable to resolve your complaint, you can complain directly to NHS England at:

England.contactus@nhs.uk

Tel: 0300 311 2233

 

You can also seek assistance from Herts Valleys CCG for advice:

hvccgpatientfeedback@nhs.net

Tel: 0345 0154033

 

If you are unhappy with the outcome, you have the right to approach the Ombudsman:

 

The Parliamentary and Health Tower, Millbank,

London,

SW19 4QP

www.ombudsman.org.uk

​

If your complaint is regarding use of data 

 

We ask that in the first instance you contact herts.health@nhs.net stating DPO in the subject line. 

​

For independent advice about data protection, privacy, and data sharing issues, or if you wish to express your right to lodge a complaint, please contact: 

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF 

Tel: 0303 123 1113 

Website: https://ico.org.uk/make-a-complaint/