We are committed to providing the best service possible to our patients. To help us improve, we are always keen to receive patient feedback.
Your feedback allows us to continuously learn and drive improvement with tangible change. We can also identify areas of good practice to share with staff, to boost morale and share where we are performing well.
There may be occasions when our service does not meet your expectations.
If you would like to make a complaint, we encourage you to contact us as soon as possible to enable us to investigate and provide a response to your concerns.
Please ask to speak with the Lead Nurse, Receptionist or Shift Lead on the day. We would like to try and resolve any issues as they arise to ensure patient safety and satisfaction.
We have an accessible and robust complaints process, in line with the NHS complaints procedure.
How we will manage your complaint
We will acknowledge receipt of your complaint within three working days and aim to have fully investigated your case within 25 working days from the date your complaint was received.
The aim of complaint investigation is to look for any potential learning, that can support improved service delivery in the future.
If you would like to discuss your concerns, a member of our Patient Experience team will be happy to contact you by telephone.
You can contact them by telephone on 0808 260 9934 or by email to huc.feedback@nhs.net
Giving feedback on behalf of someone else
We appreciate there may be occasions when a friend or relative may wish to raise concerns on behalf of a patient. To ensure we protect their privacy, dignity, and confidentiality we will reach out to the patient to gain their consent to respond.
If you are dissatisfied with our complaint investigation
If you feel that you have not had a satisfactory response or outcome to your complaint, you will be offered a local resolution meeting. If you remain dissatisfied, after this meeting, you have the right to approach the Health Service Ombudsman.
Details are as follows:
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank London
SW1P 4QP
Tel: 0345 0154033
www.ombudsman.org.uk
Care Quality Commission (CQC)
You also have the right to report any dissatisfaction or concerns to the CQC, which is the independent regulator of health and adult social care services in England.
Care Quality Commission
Citygate Gallowgate,
Newcastle upon Tyne,
NE1 4PA
Tel: 03000 616 161
enquiries@cqc.org.uk
Contact Us
The Patient Experience team at HUC
The old Ambulance Station
Ascots Lane
Welwyn Garden City
AL7 4HL
T: 0808 260 9934
For enquiries, please visit our contact page.
Access to patients records and confidentiality
HUC is required to comply with the NHS Confidentiality Code of Conduct. This means that all our staff are required to protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared. All our staff and clinicians are trained in information governance.
The organisation holds information about you in accordance with the Data Protection Act 2018 and the General Data Protection Regulation 2018 (GDPR). Patients may request sight of their own records by contacting HUC at dpo@huc.nhs.uk
This service is provided by HUC. This information was last reviewed in June 2023.
