Capturing and using feedback

We are proactive in capturing and acting on feedback from all stakeholders. Feedback routes include:

  • Independent Patient Surveys (CFEP) gathering both qualitative and quantitative feedback conducted monthly and quarterly
  • Continuous collection of feedback forms from Healthcare Professionals
  • Comments on social media via our Twitter feed and HUC Facebook page
  • Our website and our NHS Friends and Family test
  • Service user feedback from primary care bases
  • Online sources such as NHS choices and from Healthwatch
  • Staff surveys
  • Comments cards with links to website feedback pages

We encourage informal feedback, e.g. our management team are visible and actively engage with Health and Clinical Advisors to get their views on service delivery and ideas for improvement. Our Clinical Leads also receive feedback from our GPs and Nurse Practitioners both informally and formally during evening Clinician meetings.

We employ a Patient Experience team and Patient Champion who oversee the formal complaints process as well as our patient feedback processes and incidents.

Any complaint received by the Patient Experience team will be acknowledged within three working days. A final response will be released within 25 working days of the receipt of the complaint.

The NHS Friends and Family Test is a simple set of question that patients across the country are asked about the care they have received.

Patients are asked: How likely are you to recommend our service to friends and family if they needed similar care or treatment?

They can choose from a number of responses ranging from ‘extremely likely’ to ‘extremely unlikely’.

The results are also published on the NHS Choices and NHS England websites.

Your feedback is important as it helps us improve our services and share good practice. Your responses are anonymous.

The NHS Friends and Family Test

We adhere to the Duty of Candour by pro-actively contacting patients who have provided feedback or made a complaint, making them aware that we are conducting further investigations into their experience.

If you would like to give us more detailed feedback about your experience or raise a complaint, please use the form below.

General Enquiries

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If you would like to provide feedback about your patient experience via telephone, please contact the Patient Experience team on 0808 260 9934

We welcome feedback from all healthcare professionals and colleagues to help us to learn and continually improve the NHS 111, Out of Hours GP and Extended Access services. Please use this form to record any feedback you wish to provide us. Your correct contact details are important in case we need to contact you for further clarification/information.

Healthcare Professional Feedback Form

Patient's name
Patient's NHS number
Patient's address
Patient's telephone number
Date and Time of contact with NHS 111
NHS 111 Call ID (may be found on call report)
What number was called?
Do you require a response to your feedback?
Your Name
Date of Feedback
Your Job Title
Your Email Address
Your Organisation's Address
Your Telephone Number