The Trust

Concerns and Complaints

 

How to voice your concerns

It may help to talk to somebody straight away. If you are not happy or think that something is wrong, the quickest way to sort things out is to speak to the person in charge of the ward, clinic or department you are using at the time, or contact the Customer Care Service. 

They will provide a confidential listening service for patients and carers who wish to comment on any aspect of our service.  

Telephone: 01625 661449 or 01625 661111
Textphone: 01625 663723
Freephone: 0800 161 3997

Email: ecn-tr.CustomerCareService@nhs.net

Call in at the Customer Care Team reception, at Macclesfield District General Hospital and ask if someone from the Customer Care Team is available to talk to you from Monday to Friday from 8.00am - 5.00pm. 
 
In this way many problems can be dealt with immediately but if you are still unhappy you can make a formal complaint by letter, telephone or by email.

 

How to make a complaint

We aim to provide the best possible services for our patients. We know that sometimes we may not always succeed but your feedback will help us to continually improve the quality of our care.
 
If you wish to make a written complaint please write to:

The Chief Executive
East Cheshire NHS Trust
Macclesfield District General Hospital
Victoria Road, Macclesfield, SK10 3BL

Alternatively you can contact our care manager: 

Customer care manager: 01625 661111
or email:
ecn-tr.CustomerCareService@nhs.net

We will acknowledge your complaint in writing within three working days. We will then aim to send a full reply from the chief executive within 25 working days, unless your complaint is complex in which case we will aim to respond within 45 working days. If we cannot do this, we will tell you why.
 
Raising concerns or making a complaint will not affect your care or treatment at East Cheshire NHS Trust. East Cheshire NHS Trust would like to assure you that patients will not be discriminated against as a result of raising any concerns or complaints.

 

Coronavirus (COVID-19) update – June 2020 

Due to the coronavirus (COVID-19) outbreak, in March 2020, East Cheshire NHS Trust paused investigations of new and existing complaints. This enabled clinical staff to focus on front line patient care and allowed our Customer Care Team to provide vital support. This decision was made in line with national guidance.

We continued to review and acknowledge all new complaints and will always act upon any concerns about patient safety or safeguarding. We are now able to investigate and respond to complaints in the usual way and you can contact us as per the information above, thank you for your patience and understanding.

 

Help in complaining

If you feel you need any further information or assistance with your complaint, please contact Healthwatch Cheshire East who are the local Independent Complaints Advocacy Service (ICAS).

Telephone:  0300 323 0006

 

Our response

Following the investigation into your complaint, you will receive a letter from our chief executive. If you still have any queries or questions, please contact us and we will do our best to try and resolve matters or if you feel you would like to discuss your complaint with the staff involved, we will be happy to arrange a meeting for you.

 

Health Service Ombudsman

If you remain dissatisfied you can refer your complaint to the Health Service Ombudsman. This is an independent body to set up to promote improvements in healthcare. If you wish to refer your complaint to the Health Service Ombudsman you must do so within twelve months of the event complained about. You can contact them through their website - https://www.ombudsman.org.uk/, by telephone on 0345 015 4033 or by email: phso.enquiries@ombudsman.org.uk


The trust complies with the NHS complaints procedure which can be found on The Department of Health website.

If you would like to see what other people have said about this trust then visit NHS Choices.

 

Reviews and compliments

Would you like to review our services or say thank you to a staff member or department? Click here to find out how you can do this.   

 

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