Patient Feedback
We strive to deliver an exceptional level of urgent care in everything we do. Though we maintain exacting standards across the organisation, we’re dedicated to constantly improving our standard of service by listening to our patients and understanding where things could be better.
If our services have not met your expectations for whatever reason, or you simply have a suggestion that you would like to share, or you would like to share a positive experience from using our service, then we would love to hear from you.
Providing feedback
Making a complaint is one way that helps us as an organisation to learn lessons from mistakes and prevent them happening to anyone else. We also learn from other feedback you may wish to give us, including where you think we have done a particularly good job in providing your care.
How can I give feedback or make a complaint?
You can do this by email or contact the quality governance team via telephone. Your complaint should be made as soon as possible and at the latest within a year of the event or within a year of you realising that you have something to complain about. You can make a complaint on your own or on behalf of someone else with their permission.
To give feedback please complete the Patient Feedback Form, email: nemsl.governance@nhs.net or call us on 0115 916 6060 and ask for the Quality Governance Manager. Please include your contact details as the Quality Governance Manager will contact each person who has complained about their care to discuss the issues raised.
Alternatively, you can write to us at:
Quality Governance Manager, NEMS Community Benefit Services, Platform One, Station Street, Nottingham, NG2 3AJ
If I have made a complaint, what happens next?
Complaints will be dealt with in a manner that is proportionate and appropriate to the issues raised. Your complaint will be investigated, and we will aim to resolve the concerns and where needed take action to prevent the incident from happening again. The Quality Governance team will contact you to discuss your complaint to ensure all areas you have raised are investigated. The Quality Governance Manager will then write to you detailing the outcome of the investigation.
Is it confidential?
Your right to confidentiality will be respected throughout the investigation. However, there may be times when we need to share information without your consent, for example to protect children and vulnerable adults.
What if I am still not satisfied?
If you are unhappy with the response to your complaint you should contact the Quality Governance team directly to see if we can revisit the case further.
You also have the right to take your complaint to the Health Service Ombudsman. There are time limits for taking a complaint to the Ombudsman (although these can be reviewed if there is a good reason to do so). The ombudsman has an online form to use to make a complaint about the NHS in England. The form is available at:
www.ombudsman.org.uk/make-a-complaint.
You can also contact their helpline on 0345 015 4033 if you need advice or would like help to complete the form.
Further information is available at www.ombudsman.org.uk. You can write to the Ombudsman at: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.
Providing feedback
Making a complaint is one way that helps us as an organisation to learn lessons from mistakes and prevent them happening to anyone else. We also learn from other feedback you may wish to give us, including where you think we have done a particularly good job in providing your care.
How can I give feedback or make a complaint?
You can do this by email or contact the quality governance team via telephone. Your complaint should be made as soon as possible and at the latest within a year of the event or within a year of you realising that you have something to complain about. You can make a complaint on your own or on behalf of someone else with their permission.
To give feedback please complete the Patient Feedback Form, email: nemsl.governance@nhs.net or call us on 0115 916 6060 and ask for the Quality Governance Manager. Please include your contact details as the Quality Governance Manager will contact each person who has complained about their care to discuss the issues raised.
Alternatively, you can write to us at:
Quality Governance Manager, NEMS Community Benefit Services, Platform One, Station Street, Nottingham, NG2 3AJ
If I have made a complaint, what happens next?
Complaints will be dealt with in a manner that is proportionate and appropriate to the issues raised. Your complaint will be investigated, and we will aim to resolve the concerns and where needed take action to prevent the incident from happening again. The Quality Governance team will contact you to discuss your complaint to ensure all areas you have raised are investigated. The Quality Governance Manager will then write to you detailing the outcome of the investigation.
Is it confidential?
Your right to confidentiality will be respected throughout the investigation. However, there may be times when we need to share information without your consent, for example to protect children and vulnerable adults.
What if I am still not satisfied?
If you are unhappy with the response to your complaint you should contact the Quality Governance team directly to see if we can revisit the case further.
You also have the right to take your complaint to the Health Service Ombudsman. There are time limits for taking a complaint to the Ombudsman (although these can be reviewed if there is a good reason to do so). The ombudsman has an online form to use to make a complaint about the NHS in England. The form is available at:
www.ombudsman.org.uk/make-a-complaint.
You can also contact their helpline on 0345 015 4033 if you need advice or would like help to complete the form.
Further information is available at www.ombudsman.org.uk. You can write to the Ombudsman at: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.
Patient Experience
NEMS welcomes feedback and engagement from patients/service users to assist us in developing further the service we provide.
To provide feedback please click on the link below to complete a short survey.
If you wish to provide more specific feedback, please email us: nemsl.governance@nhs.net
