One of the main ways we judge the success of our services is by the feedback we get from our customers.
As well as reassuring us that our services are working, it gives us the ideas and inspiration to help us improve. It also enables us to work quickly to make any changes to the areas that are working less well.
Helping us to improve
If you have a concern with one of our services, we have a formal complaints procedure to enable us to put right those issues where we haven’t met your expectations and ensure such things don’t happen again.
We aim to investigate and resolve problems as quickly as possible, so if you have a complaint about any of our services, please contact us as soon as you can.
A sincere thank you to all the staff who looked after me so well. I was treated with the utmost respect and kindness at all times which certainly kept me smiling. Thank you all so much, you all deserve a medal.
Janice Smith about St Mary’s NHS Treatment Centre, January 2015
I had an emergency appointment with the out of hours dental service and the whole experience was very good. I found the staff kind, the dentist gentle, and I had the procedure explained to me thoroughly. No one likes going to the dentist, especially as an emergency patient. But the whole process was straight forward and easy. Thank you to all the staff who were involved - I am most impressed.
Lesley Bishop, patient at Suffolk Out of Hours Service, January 2015
Our two year old daughter became unwell on Christmas Eve with a viral infection that lasted a week. During her illness all the staff at North Colchester Healthcare Centre were fantastic. They were extremely professional, gave us very good advice and were reassuring. We spoke to the doctors numerous times and were offered appointments to see a doctor when needed. Thank you providing such a brilliant service and ensuring our daughters health was the priority at all times.
Emma El Nashar, patient at North Colchester Healthcare Centre, December 2014
I have just returned from having surgery on my back, and I have to say what a smooth and well organised stay I had. The staff were wonderful and I am very grateful to all of them. I would without a doubt give this hospital top marks. Thank you very much.
John Drewery about Barlborough NHS Treatment Centre, December 2014
I would like to thank the staff, anaesthetic team and surgeon today for their friendliness and professionalism during my stay with you. I was reassured along the way and it was a pleasure to have my treatment in such a clean environment with friendly staff from the reception team through to the theatre staff and my surgeon.
Annette Tadman about Emersons Green NHS Treatment Centre, December 2014
To all the staff at Perry Manor - thank you for looking after my mum. “A kind word brings the sunshine; a hug makes it last all day!” You are all much appreciated.
Jessica, daughter of one of our residents at Perry Manor in Worcester, December 2014
My mother wants to highlight the excellent companionship and service given by Sue. We just wanted to say thanks because she always goes the extra mile in helping mum.
Martin Walters, homecare customer in Sunderland, November 2014
Not only is Bernadette an excellent carer, but a true friend to my nana, she filled a special gap for a lady who had lost her husband previously. My nana was always looking forward to Bernadette coming, and it was a relief to see and know my nana could still smile and be excited about something when she was extremely poorly.
Jade Holbrook, family of one of our homecare customers, October 2014
Facilities and overall appearance of Mill View are excellent. It is always a pleasure to visit and get a warm friendly welcome from all the staff. It’s a great idea to have Doyle's Cafe where you can sit and have a coffee, cake and biscuits which is much appreciated, especially as free of charge ! Rooms, facilities, cleanliness, food and drink and safety and security are excellent. Care and support, staff, activities and value for money are good too.
M. Brooker, relative of one of residents at Mill View Care Home in East Grinstead, Aug 2013
I am so happy that mother is being looked after so well. Mother has been a very independent lady and totally self-sufficient but then a bad fall gave us great worries and after various home carers, we realised full care was necessary and the new Ambleside was the perfect location for me to visit and check on her wellbeing. All the staff are so kind and helpful and always inform you if there is a problem.
Jane Jefferson, daughter of one of our residents at Ambleside care home in Stratford-upon-Avon, May 2014
I would like to say how impressed and pleased I have been with everyone at The Potteries who has had a hand in welcoming my mother and helping her settle in and adjust to her new home. We couldn't have wished for more - everything was thought of, and the kindness of the staff has made the whole process as stress-less as possible.
Andrea, daughter of one of our residents at The Potteries care home in Dorset, March 2014
My husband Tony has been attending Silversprings on a Tuesday since it first started many months ago and thoroughly enjoys his time there. I feel he gains so much by interacting with other people which is so important for people with dementia. He loves all the staff including the chef who are so kind and feels very comfortable and at home at the day club.
Mrs J Gunnee, wife of one of the members of our Silversprings day club, July 2014