It is our priority to ensure that patients across mid Essex receive the highest quality care in line with best clinical practice. However, sometimes things can go wrong and you may not be happy with the treatment or service you, or a person close to you, has received. You may also have comments or feedback about the services we commission.
We welcome people telling us about their experience, this helps us understand how we can improve our services.
We are also very pleased to receive positive feedback and compliments about our work or the quality of health services you have received as a local resident.
Who can I talk to?
In most cases the best way to resolve your concerns as quickly as possible is with the staff of the service or organisation you are complaining about. It is helpful if the NHS organisation/primary care practitioner providing the service is made aware of your concerns as they may be able to sort these out for you. You can do this immediately by speaking to a member of staff in that organisation. If the complaint is complex, or you wish a more considered approach to be taken, you will be directed to the Complaints Officer for advice and information.
Before you make a complaint, it is important to think about what you want to happen as a result of your complaint. Make it clear what outcomes you are expecting.
For example, you may want:
- An apology
- An explanation
- Changes or improvements made
- To make sure people recognise their mistakes
- To make sure this doesn't happen again
Complaints about GPs, dentists, pharmacists or opticians
If you have a complaint about a GP, dentist, pharmacist or optician that cannot be resolved locally with the practice manager or pharmacist, you should contact NHS England.
Call: 0300 311 2233 (free national number)
Mid and South Essex Hospitals
For complaints relating to Basildon, Broomfield or Southend Hospitals, you can find more information about making a complaint on the Mid and South Essex NHS Foundation Trust website.
Complaints against other community health services
If you have a complaint concerning other health services in mid Essex (not GPs, dentists, pharmacists or opticians), please contact the Complaints or Patient Advice and Liaison Service (PALS) at the organisation providing the service for information about how to raise a concern or complaint.
Complaints about NHS Mid Essex CCG
The Patient Experience Team is responsible for managing the complaints process. Please contact them if you want to make a complaint about the commissioning arrangements or decisions made by the CCG.
The team can also give you general advice about the complaint’s procedure.
Call: 01245 398750
Write to: Mid Essex CCG, Wren House, Hedgerows Business Park, Colchester Road, Chelmsford, Essex, CM2 5PF
Complaints about COVID-19 Vaccination Programme
If you have a query about the COVID-19 Vaccination Programme, please be aware that NHS staff are working hard to contact people in order of priority by telephone, email or letter. Your patience is appreciated and we would ask that you do not contact your GP or the NHS in relation to the vaccine unless you have a significant concern that you might have been missed.