How to feedback

Feedback

Your feedback is invaluable in helping us to identify our successes alongside our opportunities for development, as we continually strive to improve the services and care we provide. Any individual can give feedback to any staff member in any of our services. 

We encourage people who use our services, relatives and carers to provide feedback wherever possible, and welcome comments and suggestions regarding your experience with us.

We encourage patients to participate in our online questionnaire. If you need any assistance to complete the questionnaire, or would prefer to meet personally to provide feedback, please do not hesitate to let us know how we can support you.

All patients are invited to review the service they received at Nuada and, as a thank you, we will donate £1 to a women’s, men’s or global Healthcare charity upon completion of our patient feedback questionnaire.

We are proud of the service we provide and our staff work hard to ensure every patient receives a high level of care. Our patient feedback questionnaire is an important indicator of how well we are doing, and the results are testimony to our dedication. We monitor the results and comments provided very closely, creating monthly patient feedback summaries and acting on any recommendations provided.

 

Compliments

Compliments can be provided to any member of staff by any member of the public. If you would like to compliment either an individual or a team on the care you received, you can let us know by contacting – or –. Any messages of recognition and support received will be relayed to the named recipient to let them know how much their efforts were appreciated.

 

Concerns and complaints

If you have any concerns about your experience, however small, we will try to resolve them as quickly and efficiently as possible. All concerns are treated in the strictest confidence and will not affect the standard of care you receive from Nuada.

Often the quickest way to resolve a problem is to speak to the team caring for you, who are on hand to help and can offer you advice and assistance. If you wish to speak to someone more senior, they will endeavour to swiftly address and resolve your concern.

If the issue cannot be resolved at this stage, rest assured that it will be escalated as appropriate until we find a satisfactory resolution.

 

Complaints procedure

The way in which we investigate concerns and complaints ensures fairness to all involved. We ensure that people who raise complaints and provide us with vital feedback on our performance are not discriminated against and their care is not compromised. Equally, the family or carers complaining on behalf of a person being treated will continue to be treated with respect. If any complainant tells us that they are concerned that they have been adversely treated because of raising the complaint, this will also be investigated. Complaints should be made within twelve months of an incident occurring or of the complainant becoming aware of the incident.

We will acknowledge receipt of a complaint within two working days, and make telephone contact as soon as possible to discuss the issues for complaint, how the complaint will be managed and the timeframe that this will occur in. This is usually 20 working days. If we need more time, we will inform you of this and provide an estimated timeframe for resolution.

Any complaint received is taken seriously and will be subject to a full and thorough investigation, and responded to promptly with corrective or improvement actions if needed.

We are committed to ensuring that we treat our patients fairly, equitably and reasonably and that we does not discriminate against individuals or groups on the basis of their ethnic origin, physical or mental abilities, gender, age, religious beliefs or sexual orientation.

If you are not satisfied with the outcome of your complaint or the way that it is being handled, you can request an internal review for your complaint by the Director of Quality and Compliance/Chief Nurse.

If you are not satisfied with the outcome of the review, you have the right to refer your case to an external agency. The Independent Healthcare Sector Complaints Adjudication Service (ISCAS) can provide this service.