Did we get it wrong?
If we got things wrong and did not provide your care and treatment in the best possible way, we understand that you will want to tell us about it and ask questions. Anyone who is receiving, or who has received, NHS treatment can complain. You can complain for yourself or on behalf of a friend or a relative. However to make a complaint on behalf of somebody else you must have their written consent to do so.
How can I make a complaint?
You may wish to write a letter, email or speak to somebody personally. You can contact our Patient Experience Team on: 01268 524900 ext 3222, 9am-5pm weekdays; email: pet@btuh.nhs.uk You need JavaScript enabled to view it or you can write to them at Basildon University Hospital, Nethermayne, Basildon, Essex, SS16 5NL. It is important that you give us as much information as possible about what happened, including where and when.
How long have I got to make a complaint?
It is always better to make your complaint as soon as possible after the problem occurred, or, when you first became aware something was not right. Your complaint should be made within 12 months of the incident. This time limit can be discussed, but it is there to ensure that long periods of time have not elapsed, as this could prevent a full investigation taking place.
What will we do?
We will contact you within three working days, either by telephone or, if we do not have a contact number for you, we will write to you. This is so we can understand exactly what the problem is and agree what we can do to resolve it. It is also important that we know what you would like to see happen as a consequence of the concerns you have raised, and what actions we can take to help reassure you. When we contact you, we will also discuss the timescale for responding to your concern.
What will happen next?
We will write to you to confirm how we have listened to and investigated your concerns. This may mean providing an apology, explaining what changes and improvements we will make, or detailing any further action that needs to take place. We will ensure that our reply relates to the issues you originally highlighted.
