We are committed to providing the highest standard of care, but we recognise that sometimes things may not go as expected. If you are concerned that your care or treatment did not meet the standard you anticipated, please let us know.
On this page
- Making a complaint
- What should I include in my complaint?
- What does the hospital do with my complaint?
- I need help with writing my complaint
- Contact details for making a formal complaint
- I do not feel my complaint has been resolved
Making a complaint
Hearing from our patients, including through formal complaints, is important to us and helps us improve the care and services we provide. We take all feedback seriously. To make sure we can fully address your concerns, please submit your complaint in writing.
Under the NHS Complaints Regulations 2009, complaints should be made within one year of the event, or within one year of becoming aware that you have reason to complain.
If you are unsure whether you would like to make a formal complaint, our Patient Advice and Liaison Service (PALS) can offer impartial advice. You can also read our complaints policy for more information.
What should I include in my complaint?
If you are complaining about something unrelated to care or treatment (such as the hospital facilities) we do not need your date of birth.
What does the hospital do with my complaint?
Once your complaint is received, you will receive a letter, and if required a telephone call, from our patient experience manager outlining how our investigation will take place. In most cases we will aim to respond to you within 25 working days from receiving your complaint, however, some complaints may take longer to investigate so this timeframe may vary. You will be kept informed of any changes in timeframes.
Our patient experience manager will work with senior staff and those responsible for your care in order to understand what occurred, ensuring areas learn from your feedback and put improvement measures in place to make sure the right thing happens next time. Once the investigation is complete and our patient experience manager is satisfied that we have identified and addressed the issues, a written response will be compiled to you by our chief executive.
Please be assured that details relating to your complaint will not be stored on your medical records and future care or treatment you receive from us will not be affected by you raising your concerns.
I need help with writing my complaint
POhWER, a free and independent service, can work with you in a variety of ways to help you make a complaint and support you throughout the process.
If you would like an advocate to work with you, please call the POhWER contact centre on 0300 456 2370 or email pohwer@pohwer.net or visit their website for more information.
Contact details for making a formal complaint
Patient experience manager
West Suffolk NHS Foundation Trust
Hardwick Lane
Bury St Edmunds
Suffolk IP33 2QZ
Email: feedback@wsh.nhs.uk
Telephone: 01284 713056
I do not feel my complaint has been resolved
We try our best to fully investigate your concerns and make positive changes as a result of your feedback, however we recognise that sometimes you may require further clarification. If you are dissatisfied with our investigation, please contact the patient experience team to discuss further options.
If these measures do not resolve your concerns, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) who will consider conducting an independent review.
Telephone: 0345 015 4033 or text 07624 813005 with your name and mobile number for a call back.