IMPORTANT COVID-19 UPDATE

Given the current situation with Coronavirus and following the Prime Minister’s address, the majority of our staff are working from home; our offices are currently closed to visitors.  If you need to contact us, please email crhft.acs@nhs.net  We will also be regularly checking voicemail, so you can call 01246 512640 or 01246 513742.

If you are trying to contact someone directly from the Assistance and Complaints Team please use their telephone number or email address, as these will also be checked regularly. 

Here to Help

Problems? Concerns? Questions?

Always tell us when you are worried about something. The best way to resolve a problem is often to talk to the staff who are responsible for your care and treatment. Speaking to someone while you're a patient on a ward, or when you've come for your clinic appointment is often the best way to sort the issue quickly and effectively. Your relative or carer can also act on your behalf as well if you don't feel 'up to it'.

Don't worry about telling us that you're not happy about something - we'd much rather try and resolve things straight away so it doesn't affect your stay or visit and it doesn't become a bigger issue that leads to a formal complaint.

How can the Patient Advice and Liaison Service (PALS) help?

PALS can’t offer any medical advice, but they can help you find the right person to talk to.  They will do their best to answer your questions, but if they can’t they will put you in touch with someone who can.

If you want help with a concern, PALS can support you.  They will tell you what will happen and try to get a response as soon as possible.  In most cases, a member of staff from the service your care is under will get back to you with a response.  Concerns should be resolved within three working days; if this is not possible, the staff member should contact you to agree a date to get back to you.  PALS can help you if this doesn’t happen, so please let them know.

If you wish to raise a formal complaint, PALS can take some details and get someone from our Assistance and Complaints Service to contact you; they can talk you through what will happen and help you with your complaint.

Contact details

Address: Assistance and Complaints, Chesterfield Royal Hospital, Calow, S44 5BL
Telephone: 01246 512640 or 01246 513742
Email: crhft.acs@nhs.net 
Normal Office Opening hours: 9.00 am to 4.00 pm Monday to Friday (except Bank Holidays)

Tell us what you think…

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Compliments

We would really like you to tell us if you are pleased with our staff and services or your care and treatment.  It helps us to know when we’re doing things well.  Please tell the staff looking after you, or contact our Patient Advice and Liaison Service (PALS).

Comments

Do you want to tell us something or make a suggestion?  We would like to hear from you to help us improve.  Please tell the staff looking after you or use the contact details further down the page.

Concerns

If you’re worried about your care or treatment, or that of a friend or relative, we want to know about it.  Please tell us as soon as possible so we can help you quickly.  Please talk to someone in the team looking after you.  They can look into any issues you may have and get back to you.  You can also contact our PALS Team.

Complaints

If you’re still not happy after telling us about your concern, you have the right to make a formal complaint.  It will take us longer to get back to you than with raising a concern, as there will be a formal investigation and written response.  A member of the Assistance and Complaints team will support you, explain what will happen and let you know how long it is likely to take before you get a response.

A member of staff will be asked to look into your complaint, speak to the staff 

Other Useful Contacts

Healthwatch Derbyshire
Suite 14, Riverside Business Centre, Foundry Lane, Milford, Belper, DE56 0RN
Telephone: 01773 880786 or (text) 07943 505355
Email: enquiries@healthwatchderbyshire.co.uk
Website: www.healthwatchderbyshire.co.uk

Derby and Derbyshire Clinical Commissioning Group (CCG)
Email: ddccg.enquiries@nhs.net
Telephone: 01332 868730
Website: www.derbyandderbyshireccg.nhs.uk