Complaints and feedback policy

Published: 01/05/23

NCL Waiting Room values feedback from users and considers it an essential tool for improving the quality of the website. We are committed to listening to and addressing any complaints or concerns that our users may have about our website, resources, or information. This complaints and feedback policy outlines our approach to receiving and managing complaints and feedback from our users.

How to provide feedback:

NCL Waiting Room welcomes feedback from our users and encourages them to share their thoughts and opinions with us. We offer several ways for users to provide feedback, including:

• Contact form: Users can complete a contact form on our website to provide feedback or to make a complaint. We will acknowledge receipt of the form and respond to it within 24-48 hours.
• Email: Users can email us at waitingroom@tavi-port.nhs.uk to provide feedback or make a complaint. We will acknowledge receipt of the email and respond to it within 24-48 hours.
• Social media: Users can reach out to us on social media platforms to provide feedback or make a complaint. We will respond to social media messages within 24-48 hours.

Complaints procedure:

NCL Waiting Room is committed to addressing complaints in a timely and professional manner. If you have a complaint about any aspect of our website, resources, or services, we would encourage you initially to follow the steps outlined below to see if any issue can be immediately resolved:

Step 1: Contact us

In the first instance, please contact us using one of the methods outlined in the “How to provide feedback” section above. Please provide as much detail as possible about the nature of your complaint.

Step 2: Investigation

Once we receive your complaint, we will investigate it thoroughly. We may need to contact you for further information or clarification about your complaint.

Step 3: Response

We will provide you with a written response to your complaint within 14 days of receiving it. The response will include the findings of our investigation and any action that we will take to resolve the complaint.

Step 4: Further action

If you are not satisfied with our response to your complaint, please contact us again, and we will escalate your complaint to the Tavistock & Portman, our host Trust, for processing as a formal complaint.  At any point you are free to lodge a complaint directly with the Tavistock and Portman NHS Foundation Trust here, however, should we be unable to satisfactorily resolve your informal complaint, we will automatically direct it on.

Confidentiality:

NCL Waiting Room treats all complaints and feedback as confidential. We will not share your personal details or any other information related to your complaint with third parties without your consent, unless we are required to do so by law.

Monitoring and reporting:

We will monitor and anonymously report on the number and types of complaints that we receive and how we resolve them to identify any trends or areas for improvement in our services.

Complaints and feedback policy review:

NCL Waiting Room will review this complaints and feedback policy annually to ensure that it remains relevant and effective. Any changes to the policy will be communicated to users via our website.