Comments and Suggestions

If you would like to give us feedback, comments or suggestions to help us improve our service, then please complete our online Contact Form.

LEAVE FEEDBACK, COMMENTS OR SUGGESTIONS

The Complaints Process

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Brighton and Hove Federation.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level, and our staff are trained to assist with complaints. If you have a complaint, please speak to a member of staff in the first instance. Alternatively, you can ask to speak to our Complaints Manager.

A complaint can be made verbally or in writing. You can submit a complaint by:

• Telephone: 01273 003330
• Post to: Comments & Complaints Team, Brighton and Hove Federation, 6 Marlborough Place, Brighton, East Sussex, BN1 1UB
• Our Online Form
• Talking to a member of staff or our Complaints Manager.

If you do not want to speak to us directly for any reason, you can ask NHS England to investigate your complaint instead, using the contact details below:

NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233

NHS England will then contact us on your behalf.

Timeframes for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The Complaints Manager will acknowledge receipt of your complaint within 48 working hours. We will also keep you updated on progress during the investigation process, and we aim to provide a formal response of our findings (following investigation) within 28 days or sooner.

Investigating complaints

Brighton and Hove Federation will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Brighton and Hove Federation will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

Brighton and Hove Federation allows other people (i.e., a third party) to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A Complaint Form is available from Reception.

Final response

Wherever possible, Brighton and Hove Federation will issue a final formal response to all complainants, including full details and the outcome of the complaint, within 28 days or sooner. We will also liaise with you about the progress of any complaint.

Advocacy support

Brighton and Hove City Council can advise on local advocacy services to support you with your complaint. These include: 

• POhWER support centre can be contacted (0300 456 2370);
• Advocacy People (0330 440 9000); and
• Age UK (0800 055 6112).

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation, you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Tel: 0345 015 4033
Visit the Ombudsman website

Other Useful Contacts

Safeguarding Board

Local Authority: Brighton and Hove Council

Public Health Team

• Telephone: 01273 296 580

Care Quality Commission (CQC)

• Online contact form
• Telephone: 03000 616161