Feedback
We welcome all feedback via our online form.
Tell us what we do well, where we don’t meet expectations, or if you have any ideas or suggestions, you can leave a review using the above link. You can also rate us using the Friends and Family Test.
If you have any comments or suggestions to make please let us know.
We are committed to providing the best possible service to our patients. However, we recognise that occasionally we are unable to meet your expectations and wish to record this by registering a complaint. We take complaints very seriously and will endeavour to do everything we reasonably can to resolve the issue and ensure the process does not make the matter more difficult for you. You can expect a truthful, full, and complete response. If you would like to proceed with making a complaint, please read the below complaints procedure prior to doing so.
We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Complaints
The Colte Partnership aims to provide a quality service to our patients. If you have a concern about the care provided by your branch, we would be grateful if you could bring this to the attention of the branch management team so that they may investigate and hopefully improve the service we offer by addressing your concerns.
In line with NHS guidelines and specifically the NHS Complaints regulations 2009, each of our Branches operates an in-house complaints procedure designed to deal with your complaint quickly and efficiently. Each Branch has a designated complaints lead. Please use our feedback form to get in touch.
If this is not possible and you wish to make a complaint, please let us know as soon as possible to help us establish what happened more easily. A complaint must be made within 12 months of the incident which is the cause for concern occurring. Please address your complaint to the branch manager. Please give as much detail as you can to assist with the investigation.
We will acknowledge your complaint within three working days. If you wish, we can arrange for a meeting with you to discuss the findings. We endeavour to respond to your complaint as soon as reasonably possible after the investigation.
Please note that all branches adhere strictly to the rules of confidentiality, and we cannot provide confidential information if you are making a complaint on behalf of someone else, without first receiving written permission from the patient concerned.
We would hope to be able to deal with most queries at the time they arise and with the person concerned.
If you feel you need assistance with your complaint, you can contact the Patient Advice Liaison Service who will be able to provide you with advice, feedback and handle any complaints you may have.
If you feel your complaint has not been resolved by the branch please contact;
The Partnership Executive Team
Address
Head of Operations & Quality
The Colte Partnership
Colte House
Threshelfords Business Park
Inworth Road
Colchester
CO5 9SE
Email
sneeicb-nee.colte@nhs.net
Phone
01206 636 700
PALs (Patient Advice and Liaison Service)
The Patient Advice and Liaison Service (PALS) offers confidential advice, support, and information on health-related matters. They provide a point of contact for patients, their families, and their carers.
To contact the NHS Suffolk & North East Essex Integrated Care Board PALS team and for more information about how PALS can help, please visit Patient Advice and Liaison Service – NHS Suffolk and North East Essex ICB.
Address
Patient Advice and Liaison Service (PALS)
Endeavour House
Russell Road
Ipswich
IP1 2BX
Phone
0800 389 6819
(between 9am and 3:30pm, Monday to Friday, excluding bank holidays)
Parliamentary and Health Service Ombudsman
If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case. If you would like to discuss this possibility, please contact the Ombudsman’s helpline on;
Phone
0345 015 4033
Email
phso.enquiries@ombudsman.org.uk
Address
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP