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Making a difference

How your complaints make a difference

We understand that making a complaint can seem daunting, but we try to make it as easy for you as possible. We also understand that people may often wonder whether it is worth complaining and what difference it makes. At C&I we are committed to using the feedback that we get from your concerns and complaints to improve our services and learn lessons. If your complaint is upheld, you should expect a full apology from us and an explanation of why things went wrong. You should also expect us to let you know what actions will be taken to stop the same thing happening again, either to yourself or other service users.

Here are some recent examples of service improvements that have been made as the result of complaints:

  • A complaint was received about lack of organisation or a queuing system in one of our clinics, which made attending a stressful experience. As a result a ticket dispenser system was purchased and has resulted in a more orderly and fairer system for service users.
  • Some of our service users have let us know that the conduct of a small minority of other users has made attending certain clinics a less welcoming experience than we would like it to be. As a result expectations will be made clear at the outset to all who attend and this will be reinforced through signage and staff engagement in waiting areas.
  • We received a number of complaints following the implementation of the no smoking ban across the Trust, in line with national NHS policy. As a result it is acknowledged that we can do more to let service users know about the nicotine management policy and how it will affect them if they are admitted to a ward, by increasing the work that our community teams do with service users around this issue. We will also provide more information to visitors about the reasons for the policy and the support and nicotine replacement products that we can provide.

The Trust has signed up to a survey run by the Patients Association to monitor satisfaction levels with our complaints process and to identify ways in which it can be improved. This is an independent and confidential survey. If you make a formal complaint you can expect to receive one of these forms. We are grateful to you for completing and returning it to help us to learn and improve.

Contact  the Advice and Complaints Service

Phone number: 020 3317 7102

Email address: feedback@candi.nhs.uk

You can write to us at the freepost address below:

Advice and Complaints Service Camden and Islington NHS Foundation Trust FREEPOST 1st Class (LON 12613) London NW1 0YT (No stamp required)

If you need the support of an interpreter to tell us about your concerns or you have a hearing or visual impairment please contact us and we will make appropriate arrangements.

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