Compliments, comments, complaints and suggestions
We welcome compliments, comments, complaints and suggestions on any element of our organisation and at any time. PICS staff are trained and experienced in listening to patient and carers’ feedback and addressing it in the moment, so you can make informal comments, suggestions or compliments to any of our staff at the time or by contacting them afterwards.
You can feed back about the care you have received or the care that someone else has received. The processes are different and explained below.
- Complete a survey sent to you via email, text or print out after you’ve interacted with us.
- Make a complaint to PICS by emailing pics.enquiries@nhs.net
- Request a version of our feedback forms in large print or a specific language using our contact details below.
Because all of our services are part of the NHS, you can share your feedback with either the NHS or PICS.
- Share good and bad feedback or make a complaint to the local Integrated Care Board: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB.
If your feedback covers more than one service provider, such as your GP, an ambulance service and a hospital, you only need to raise it with one of us. Whoever receives your communication will then liaise with the other providers to ensure you receive a coordinated response. We may need your consent to do this and would contact you to explain.
If it relates to a service we don’t provide, we may seek your consent to forward it to the relevant organisation for them to deal with.
Making a complaint
We take complaints very seriously and we want to hear from you. Our aim is to resolve any issues quickly, working with you to gain a satisfactory outcome. All PICS staff are experienced in listening to patient and carers’ feedback and addressing it in the moment, but if you wish to share your feedback in a different way, if you don’t know who to speak with, or if you’d just rather speak with someone different, you can write to us directly (scroll down to Our contact details section below).
If you are complaining on behalf of someone else, we will advise you of the steps that we take to protect patient data and privacy while we review your concerns.
If you make an anonymous complaint via a channel over which we can’t verify your identity (over social media for example or a letter without any of your contact details), we will listen to it and where possible, we will address it. However we won’t be able to respond to you with any details. If it’s possible for us to do so, we will advise you of the other ways you can feedback where we can offer a fuller response.
When you complain, we will:
- Listen to you
- Inform you of all the options available
- Work with you to decide the best action to resolve the issue
- Work with you to resolve your concerns as quickly as possible
- Signpost you to other services who can help if we are unable to resolve your concern
If your issues remain unresolved, we will advise you on the complaints process and provide links to further ways to get independent support and advice.
Our contact details
By phone: 03000 830 000
By email: pics.enquiries@nhs.net
By letter/post: Complaints and Feedback Team, PICS Ltd, Unit H3 Ash Tree Court, Nottingham Business Park, Nottingham, NG8 6PY