For more information, read the full Complaints, compliments and concerns management policy by downloading the accessible Word document at the end of this page.
Who the policy applies to
- People using NHS services in Essex
- Families, carers and representatives
- Members of the public
- Anyone giving feedback about NHS services
Why this policy is important
Feedback helps improve NHS services.
This policy makes sure that:
- people can easily share compliments, concerns or complaints
- concerns are taken seriously and handled fairly
- people are treated with respect and not treated differently for speaking up
- learning from feedback leads to better care
It also helps build trust between the NHS and the public.
Giving feedback
Anyone can share feedback in a way that suits them, including:
- phone
- letter
- in person
Feedback can include:
- compliments about good care
- concerns or questions
- formal complaints
The NHS encourages people to speak up and makes the process simple and clear.
Compliments
Compliments help recognise good care.
The NHS will:
- thank people for positive feedback
- share compliments with staff
- use feedback to highlight good practice
Raising a concern
Concerns are often handled quickly.
This means:
- some issues can be resolved straight away
- more complex concerns may need investigation
- if needed, concerns can become a formal complaint
The NHS aims to respond quickly and keep people updated.
Making a complaint
You can make a complaint if you are unhappy with care or services.
You can complain if you:
- used the service
- were affected by the service
- are acting on behalf of someone else
Complaints can be made to:
- the service provider
- or NHS Essex, who plans and funds services
Most complaints should be made within 12 months.
How complaints are handled
When a complaint is received, the NHS will:
- acknowledge it
- agree how it will be investigated
- keep in touch about progress
- provide a clear response
The final response will explain:
- what was looked into
- what was found
- any actions taken or planned
If needed, people can take their complaint further to the Parliamentary and Health Service Ombudsman.
Fairness and confidentiality
The NHS treats all complaints carefully and confidentially.
This means:
- personal information is protected
- consent is checked before sharing details
- people are treated fairly and without discrimination
Support for making a complaint
Support is available if needed.
This includes:
- advocacy services
- independent advice groups
These services help people understand the process and make their complaint.
Learning and improvement
Feedback is used to improve services.
The NHS will:
- review complaints and identify learning
- share lessons with staff
- make changes where needed
Positive feedback is also used to improve care and highlight good practice.
Roles and responsibilities
The NHS in Essex is responsible for:
- managing feedback about services
- making sure complaints are handled properly
- learning from feedback to improve care
Staff must:
- listen to people’s concerns
- explain complaints processes clearly
- support people who raise feedback
- help investigate concerns when needed
Policy review
This policy was approved on 1 April 2026 and is due for review in April 2029.
For full details, download the accessible Word version of the policy below.
Complaints, compliments and concerns management policy (135kB docx)