Making Experiences Count: Compliments, Comments and Complaints

Our Commitment

We are committed to providing high quality services across NHS Herefordshire and Herefordshire Council. To do this we need to know what you think about your experience. Your comments and compliments as well as your complaints will help us in making decisions about the services we provide and how we can improve them.

We have set up a dedicated Customer Insight Team who can help you with all compliments, comments and complaints relating to Health, Adult Social Care, Children and Young People and all Council Services.

Whatever your views, we would like to hear from you!

Compliments

If you have received a particularly good service from NHS Herefordshire or Herefordshire Council, please let us know. We will use all compliments to promote good practice throughout our services.

Complaints

All staff work hard to get things right, but sometimes things do go wrong. If you are not happy with the level of service received from NHS Herefordshire or Herefordshire Council, please let us know. By doing this you will help us to improve our services.

How can we help?

The Customer Insight Unit is here to help solve problems and pass on compliments and comments to improve the services we provide. We will listen to your complaints fully and discuss with you how we can resolve issues to your satisfaction through an agreed complaints handling plan.

How to contact us

To make your your compliment, comment or complaint you can:

• Complete our contact us online form
• Telephone the Customer Insight Unit on 01432 260 535
• Send an e-mail to feedback@herefordshire.gov.uk
• Call into any of our Customer Service Centres, where a member of the Customer Service team will be able to help you.

What to Expect

We will:

• Acknowledge your complaint within three working days.
• Agree a date with you to provide you with a detailed response.
• Investigate your complaint.
• Ensure agreed outcomes are achieved.

If you are still unhappy you can take your complaint further by contacting the Ombudsman Service:

For Health complaints contact:

The Parliamentary and Health Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP  Tel: 03450 154 033

For Council Complaints including Social Care contact:

The Local Government Ombudsman, The Oaks, 2 Westwood Way, Westwood Business park, Coventry, CV4 8JB Tel: 024 7682 0000

You can contact the Ombudsman at any point, however, it is their usual practice not to deal with a complaint themselves until the local complaints procedure has been completed.

Resources

Privacy Statement

Adobe PDF

36 kb

Making Experiences Count Policy and Procedure

222 kb

Dealing with Unreasonable Behaviour

101 kb

If you need help to understand a document, or would like it in another format or language, please call 01432 260500 or email info@herefordshire.gov.uk

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