At Mid Hampshire Healthcare, we strive to provide the highest standard of service to all those who use our services. However, we acknowledge that, on occasion, things may go wrong, leading to a patient or service user feeling they have a valid complaint. If this is the case, we aim to resolve the matter promptly and amicably.
To ensure your complaint is investigated, it must be submitted within 12 months of the incident or as soon as you become aware of the issue. In certain cases, the time limit may be extended.
If English is not your first language and you require assistance with your complaint, we can arrange for a meeting with our Complaints Lead and an Interpreter to support you.
How to Make a Complaint or Compliment
Whether you are satisfied or dissatisfied with the care and treatment you have received, we encourage you to share your feedback. Your compliments and complaints are vital for maintaining high-quality healthcare within our organisation, helping us understand what we are doing well and where we can improve.
We hope this guide helps you to express your concerns or appreciation to the right people. If you have a complaint, this section will provide details on what to do, who to contact, and what will happen next.
Mid Hampshire Healthcare is committed to considering patient needs carefully. To help us continually improve, we welcome informal suggestions from patients. You can email or send a letter to our Head Office, addressed to the Head of Quality & Governance with any suggestions for enhancing your healthcare experience.
You can email Nikki.Cobby@nhs.net with "Mid Hampshire Healthcare Suggestion" in the subject line. We aim to respond within ten working days.
Making a Formal Complaint
If you wish to make a formal complaint, please direct your concerns to Nikki Cobby, Head of Quality & Governance, either in writing, by email, or by arranging a documented meeting. We will acknowledge receipt of your complaint within ten working days and begin an internal investigation. A written response will be provided within ten working days, though if the investigation takes longer, we will keep you updated. Once you have received our response, you will be offered an opportunity to meet with us to discuss the outcome in more detail.
Contact Details
Formal Complaint Process
Upon receiving your complaint, we will: -
If your complaint concerns Primary Care services, you can contact NHS England or the Patient Advice and Liaison Service (PALS) for care received at Hampshire Hospitals. Additionally, you may seek assistance from the Independent Complaints Advocacy Service (ICAS).
If you are not satisfied with the outcome of your complaint at a local level, you may request an independent review by the Health Service Ombudsman.
External Contacts: -
NHS England
NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT
E-mail: england.contactus@nhs.net
Please write ‘For the attention of the Complaints Manager’ in the subject line.
Tel: 0300 311 2233
Hampshire Hospitals Patient Advice and Liaison Service (PALS)
The Customer Care Office,
Basingstoke and North Hampshire Hospital, Aldermaston Road,
Basingstoke,
Hampshire, RG24 9NA
Tel: 01256 486766
Email: pals@hhft.nhs.uk
Independent Complaints Advocacy Service (ICAS)
ICAS
1st Floor, Clarendon House
9-11 Church Street
Basingstoke
Hampshire RG21 7QG
Tel: 0845 600 8616 or 01256 463758
E-Mail: Basingstoke.icas@seap.org.uk
Website: Seap - NHS Complaints Advocacy website
The Health Service Ombudsman
The Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Tel: 0845 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: Ombudsman website
Freepost RTHH-KGST-ZRBC
Healthwatch Hampshire
Westgate Chambers
Staple Gardens
WINCHESTER
SO23 8SR
Tel: 01962 440 262
Website: Healthwatch Hampshire
We take all complaints seriously and will do everything possible to address and resolve your concerns.
****Last Updated 20/01/2025
Local community groups and services to help improve your
health and wellbeing. General health and/ or specific conditions catered for.
The NHS website. Take control of your health and wellbeing. Get medical advice, information about healthcare services and support for a healthy life.
