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Covid-19 (Coronavirus) update on complaints:

The NHS is facing significant challenges during the Coronavirus (Covid-19) outbreak. All Trust staff are meeting this challenge and supporting our clinical teams in various ways to maintain a good quality of care for our patients. This may impact on our ability to provide you with a response to your concerns within the timescale previously in place.

Whilst investigating complaints we rely on the clinical staff to take an overview of the care and to respond to specific concerns raised. In line with national guidance from NHS England and NHS Improvement, the complaints process has been changed to help manage the emergency response to Covid-19. During this time, all complaints received will be logged and reviewed, but capacity to progress cases will be limited and, in some cases, the investigation process may be suspended until further notice.

We recognise that the rapidly evolving situation is causing uncertainty and we appreciate your support and understanding at this challenging time. We will endeavor to maintain services as much as possible while protecting our patients/service users, carers and staff.

Contacting the complaints team
In the first instance, please send all correspondence via email to complaints@cpft.nhs.uk

The Complaints Team are currently unable to answer the telephone. If you are unable to contact the team via email, please call the Freephone number (0880 052 1411), leave your name, number and a short message. The team will get back to you as soon as they can, however this may take up to 10 working days.

We will update individual complainants as the situation develops. We apologise for any inconvenience caused and thank you for your co-operation during this difficult time.

Complaints

The Complaints Team provides a service for people who wish to make a formal complaint about the services provided by Cambridgeshire and Peterborough NHS Foundation Trust (CPFT). The services provided by CPFT include mental health, learning disability, social care and community services for adult and older people, child and adolescent mental health services across Cambridgeshire, and children's community services in Peterborough.

CPFT encourages feedback and complaints about the services we provide. It is important for CPFT to learn from complaints and make any necessary changes to improve the quality of our services.

Making a complaint

If you wish to make a complaint about the care or treatment provided to you or someone you know, please do not hesitate to contact our Complaints Team or the Trust's Chief Executive. If your concerns need to be resolved immediately, please contact the team directly or get in touch with our Patient Advice and Liaison Service.

Telephone 01223 219440/219441 (office hours)

A leaflet about how to make a complaint can be found at the bottom of this page. The Complaints, Concerns and Compliments Policy can be found here.

Complaints Team
Telephone 01223 219440/219441 (office hours)
Freephone 0800 0521411 (office hours)

Tracy Dowling
Chief Executive
T 01223 219473
F 01480 398501
E tracy.dowling@cpft.nhs.uk

A confidential e-mail service is also available at: complaints@cpft.nhs.uk Or by post to:

Complaints Team
Cambridgeshire and Peterborough NHS Foundation Trust
Elizabeth House
Fulbourn Hospital
Fulbourn
Cambridge
CB21 5EF

Advocacy

If you wish to be supported through the complaints process there are various advocacy services that are able to help you, please click here for further information.

If you are still unhappy

If you feel that after making your complaint and receiving your response letter your concerns have not been addressed, please contact the Complaints Team who will listen to your concerns and offer further advice.

If you remain unhappy and feel your concerns have not been addressed, you can contact the relevant Ombudsman to investigation your complaint independently.

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
T 0845 015 4033
www.ombudsman.org.uk

The Local Government and Social Care Ombudsman
PO Box 4771
Coventry, CV4 0EH
T 0300 061 0614
www.lgo.org.uk

The page was last updated on 13 May 2020 by agrosbois.

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Cambridgeshire and Peterborough NHS Foundation Trust
Elizabeth House, Fulbourn Hospital
Cambridge, CB21 5EF

T 01223 219400 (open 8:30am to 5pm)
F 01480 398501

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IP: 3.235.239.156