Complaints Process
At Fernville, we are committed to providing the highest standard of service and care to our patients. However, we understand that sometimes expectations may not always be met.
We value all feedback, including complaints, as they help us improve our services. Complaints provide important learning opportunities, and we take them seriously.
We are committed to handling all complaints objectively and impartially. Every patient will continue to receive fair and non-discriminatory care, regardless of any complaint made.
Our Patient Services Manager, Mandy Curtis, is responsible for managing and responding to complaints.
Informal Complaints
Informal complaints provide valuable feedback and is an opportunity for us to resolve issues quickly. We encourage you to speak with our Patient Services Manager, Mandy Curtis, in the first instance to discuss any concerns.
Formal Complaints
If you wish to make a formal complaint, please drop in a letter or ask to speak to Mandy Curtis, Patient Services Manager.
The practice will acknowledge your complaint within one working day.
We will conduct a full investigation.
You will receive a written response within ten working days days, outlining our findings and any actions taken as as a result of your complaint. If this is not possible, we will contact you with the reason and provide you with a date when you should expect a response.
Further Steps
If you are not satisfied with our response, you may escalate your complaint the Parliamentary and Health Service Ombudsman (PHSO), which is independent of the NHS and provides a final review of complaints.
Parliamentary and Health Service Ombudsman (PHSO)
Phone: 0345 015 4033
Website: www.ombudsman.org.uk
Complaints about Other Service Providers
The Patient Advice and Liaison Service (PALS) team can provide on the spot help and advice and can help resolve any current issues you may have concerning an aspect of West Hertfordshire Teaching Hospital NHS Trust :
Email – westherts.pals@nhs.net
Telephone: 01923 217198
If the PALS team are unable to resolve your concerns concerning an aspect of West Hertfordshire Teaching Hospital NHS Trust, you can raise a formal complaint to the Complaints Team:
Email: westherts.complaintsteam@nhs.net
Telephone: 01923 217866
For feedback and complaints regarding healthcare services across the region, including dentists and community care, please contact the Patient Experience Team at HWE ICB (Hertfordshire and West Essex Integrated Care Board):
Email: hweicbwe.patientfeedback@nhs.net
Telephone: 01992 566122