Patient feedback

Patient feedback

Click here for print version of this page

Click here for the Parliamentary and Health Service Ombudsman's easy read guide to making a complaint in the NHS

What is the CCG and what do we do? 

NHS East and North Hertfordshire CCG (ENHCCG) commissions (buys) health services from a number of providers locally. Your concerns, compliments and complaints provide valuable information to help improve services. If you have a compliment or concern about any aspect of the service you have received, please contact the organisation responsible. 

Who should I contact?  

For information about how to make a complaint about a hospital, GP practice or other healthcare organisation, please click here

If you have a complaint about funding decisions, Continuing Healthcare and/or the way an NHS service has been commissioned please contact the CCG’s Quality Team who manages all CCG complaints, concerns and compliments. Their contact details are: 

Telephone: 01707 685 356  - There is currently no voicemail facility on this number. If you do not get through at first, please continue to call or send an email.  We hope to have this problem resolved shortly.
Address: Quality Team, ENHCCG, Charter House, Parkway, Welwyn Garden City, Hertfordshire AL8 6JL 

Compliment a service or tell us about a good experience you've had with local NHS care
Make a complaint about a service for which the CCG is responsible
Enquire about a service for which you think the CCG is responsible

If you would like further information about Continuing Healthcare then please click here.

Can I get help and support with making my complaint?

The NHS Complaints Advocacy can help patients, their families or carers with advice and support in making a complaint. They offer a free, confidential and independent service. Their contact details are: 

Telephone: 0300 456 2370
Address: NHS Complaints Advocacy, POhWER, PO Box 14043, Birmingham B6 9BL

What will happen once I have made a complaint? 

If the CCG investigates your complaint, we pledge that we will: 

  • acknowledge your complaint within three working days 
  • provide you with a single point of contact within the Quality Team 
  • contact you at the beginning of the process to discuss your concerns. The CCG encourages you to discuss your concerns at the beginning of the process so that we can fully understand the issues you wish to be addressed, and the outcome you are seeking
  • keep you updated throughout the investigation 
  • aim to respond to you within the agreed timescales 
  • inform you of the outcome of the complaint investigation, including agreed actions 
  • Ensure your complaint is handled in a confidential and sensitive manner  

If you would like further information regarding the CCG’s complaints policy then please contact the CCG’s Quality Team. 

How do I escalate my concerns if I am unhappy with the outcome of my complaint investigation?

If you are unhappy with the complaint response then we would advise that you contact the investigating organisation in the first instance. It may be possible for further investigation to take place or for a Local Resolution Meeting to be held to try and resolve your outstanding concerns. 

If you remain unhappy with the outcome of your complaint you do have the option of contacting the Parliamentary and Health Service Ombudsman to request they review your case. Their contact details are as follows: 

Address: Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, London. SW1P 4QP 
Telephone: 0345 015 4033  

Healthwatch Hertfordshire

Healthwatch Hertfordshire is the local independent patient champion for health and social care in Hertfordshire. The contact details for Healthwatch Hertfordshire are: 
Address: Healthwatch Hertfordshire, Douglas Tilbe House, Welwyn Garden City, Hertfordshire AL7 4PH
Telephone: 01707 275978

What do we do with information from patient feedback? 

Patient feedback is the most important method through which we can understand the quality of care that is being provided by the NHS. We will use your feedback to help inform future commissioning decisions and to continually improve the quality of care within our area. 

Last modified: 

17 Dec 2019