Complaints and Feedback

We constantly aim to improve the service we offer, so we encourage all patients to let us know when we have done something well or if there are any suggestions as to how we can improve something. You can do this by email to Compasshouse@nhs.net

Patients are asked that in the event of any issues to speak in the first instance to any member of staff as they are all happy to help out to resolve any problems. Alternatively you can speak or write to our designated Complaints Manager Emma Trayhorn. A copy of the complaints process is available on request.

Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We acknowledge complaints within 3 working days and aim to have looked into the complaint with 10 working days of the date when it was raised. We shall then be in a position to offer an explanation or meeting as appropriate. If there are any delays in this process, we will keep the complainant informed.

*In exceptional circumstances such as national states of emergency, we will extend our complaints response time to 28 days, subject to change.

When looking into a complaint we shall aim to:

• Find out what happened and what went wrong
• Identify what we can do to make sure the problem does not happen again

If the complaint is on behalf of another person, the rules of medical confidentiality will be kept and written consent from the patient is required.

Complaints and Comments Procedure