Patients, Visitors & The Public

COVID-19 Changes to complaints process

Due to the ongoing COVID-19 pandemic and in line with advice received from NHS England and NHS Improvement, the Countess of Chester Hospital will be changing the way we deal with complaints to allow us to concentrate our efforts on front-line duties and responsiveness to COVID-19.

It is important that we still receive feedback from patients and their carers about their experiences with us, but please be aware that we may take a while longer to respond.

We will continue to acknowledge any complaint you make to us. We will log it and prioritise those which relate to patient safety, practitioner performance or safeguarding and take immediate action where necessary. All complaints will then remain open until further notice, unless an informal resolution could be achieved, or the complainant chooses to withdraw their complaint.

Feedback can still be sent to our Patient Experience Team (PALS) by email and telephone. More details here: /pals.aspx

If you have already made a complaint to us, we will review how long you have waited for a response and see whether we can reach a resolution to your satisfaction.

These changes will be in place for three months with effect from Wednesday 1 April 2020.

Please also note that of 26 March, the Parliamentary and Health Service Ombudsman stopped accepting new NHS complaints and stopped work on open cases.

Thank you for your understanding in these challenging times.