Complaints

We understand the importance of learning from peoples experiences and so we welcome all feedback. When something has happened and you feel something should be done about it, you can support us by letting us know what the problem is as soon as possible.

We have procedures so that your complaint can be properly looked into and you can be given a considered response. A formal complaint can be made to us in a number of ways.

By post:

East of England Ambulance Service NHS Trust (EEAST)
Patient Experience Team
Hammond Road
Bedford
MK41 0RG

Freephone: 0800 028 3382 or 01234 243320. Phone lines are open between 10am and 2pm Monday to Friday.

Email: feedback@eastamb.nhs.uk

Or complete our online submission form to tell us what you think.

Please note: This phone is not manned by clinically trained staff and they are unable to assist with clinical needs.

If you wish to make a complaint about the service provided by us please supply the following information in the first instance:

• Your full name, address and contact details e.g. phone number and email address.
• The patient's name (if you are complaining on behalf of someone else).
• The full/exact incident location.
• The date and time of the incident.
• The reason for your complaint.

We can receive your complaint in writing, however if you would prefer to speak to a member of the Patient Experience Team about your complaint, we are happy to discuss the details over the telephone. We will send you an acknowledgement letter in the post along with the details of your telephone conversation within three working days.

We will endeavour to provide a full written response within 55 working days. Many complaints are complex and need a more detailed investigation in order to provide a full and thorough response, in those cases we aim to provide a written response within 65 working days. If this is not possible, we will keep you updated.

We receive complaints from relatives, carers or friends of patients. Patients have the right to confidentiality, so where a response may breach patient confidentiality, consent will always be sought from the patient before a response is issued. We will also need proof of the complainants identity (e.g. copy of their passport and utility bill for proof of address). Where the patient is under 16 years old, we will need their representative (e.g. parent) to sign the consent form.

Where the patient lacks capacity to give their consent, we will need their next of kin to sign the consent form and proof of next of kin (e.g. power or letter of attorney), as well as proof of the complainants identity.

Where the patient has passed away, we will need the next of kin to sign the consent form and a copy of Grant of Probate or Letter of Administration (if there is no will) or a copy of the death certificate, as well as the complainants proof of identity.

We try to make our complaints procedure as clear as possible, but should you need any help and support during any part of the complaint process, you can access an independent organisation that will assist you free of charge. To contact POhWER, the Independent Complaints Advocacy Service (ICAS), you can visit the POhWER website.

Or call the Patient Experience Team on 0800 028 3382 for your local area contact number.

We hope that we are able to respond to the issues raised in your complaint in an appropriate way. We are keen to learn from the way in which we manage all complaints to try and develop and improve our services.

If you’re unhappy with the way we have handled your complaint and would like to take the matter further, you can contact the Public Service Ombudsman.

The Ombudsman is independent of the NHS and free to use. They will carefully review your complaint to understand your concerns and assess whether it meets the criteria for investigation.

There is a time limit for making your complaint to the Ombudsman, so make sure you do this as soon as possible. You need to complain to them within 12 months of when you became aware of the issue.

To find out more about the Ombudsman’s service, visit www.ombudsman.org.uk or call 0345 015 4033.

You can write to the Ombudsman at:

Public Service Ombudsman,

Millbank Tower
Millbank
London
SW1P 4QP

Email: publicservice@ombudsman.org.uk

If your complaint involves different providers (e.g. ambulance and hospital), we will liaise with those providers to ensure that, wherever possible, you receive a single response. Where this is not possible, we will ask them to respond to those parts of your complaint which concern them and we will respond to you separately.

We encourage everyone to be open and honest about any concern they may have. Any feedback you provide will be treated confidentially and sensitively. Anyone not satisfied with the service they receive will not be discriminated against or made to feel overwhelmed by the PALS or complaints procedure.

View our complaints policy.