We are committed to providing high-quality healthcare services to patients, service users, and the community. We look to turn feedback into real improvements in the services we provide and to stay up to date with the issues that matter to our patients.
We value feedback on your experience with us. The learning from the information you provide is shared across the organisation.
There are a number of ways that you can raise a concern or make a complaint. You can:
In addition to the above, if you would like to help us develop our services, you can join one of our Patient Participation Groups (PPGs). Read here for more details on our PPGs, or speak to reception staff.
Complaints can be made verbally, or in writing. All complaints are treated in with confidence. Making or raising a complaint will not impact your treatment apart from the very rare occasions whereby the relationship between you and Nexus has broken down, registration with Nexus may need to be reviewed.
If you are unhappy with the service you have received, it is best to tell a member of staff as soon as possible so that we can attempt to resolve the issue as quickly as possible. It is helpful to provide full details of the issue at the time of raising your concern or complaint.
You have 12 months from the date of the occurrence, or from the time that you became aware of an issue to raise your concern/complaint. You will receive an acknowledgement within three working days. This acknowledgement will contain further information on next steps, and timescales for reply.
If you would prefer, you can contact NHS England via the complaints manager.
If you feel you would like help to make your complaint support is available. Some people may decide not to make a complaint because they are put off by the process, find it confusing or believe nothing will happen. If you are thinking about making a complaint it is important to know that you have access to local advocacy to help you make your complaint and provide support throughout the complaints process.
An NHS Complaints Advocate is independent of the NHS and may help you write a letter, attend a meeting with you or explain the options available to you. This service is free to anyone making a complaint about their NHS treatment or care.
Healthwatch Southwark can help you find independent NHS complaints advocacy services in your area. You can also contact social services at your local council and ask about advocacy services. The Advocacy People gives advocacy support. Call 0330 440 9000 for advice or text PEOPLE to 80800 and someone will get back to you.
POhWER gives advocacy support. Call 0300 456 2370 for advice or email
The Ask Listen Do webpages include information and films for autistic people and people with a learning disability, as well as families and organisations in health, social care and education.
If you are not happy with the way your complaint has been dealt with and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO) which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033.
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