Compliments & Complaints
We are always delighted to receive compliments about our service, but value hearing your concerns as well. Patient survey forms can be found in the centre or are available for download here. All issues raised by you will be documented, investigated and resolved in accordance with complaints procedure. Our feedback system keeps the governing Board of Trustees informed and ensures that we continue to maintain the highest standard of care
We aim to deal with complaints quickly and effectively within the unit, but if you feel that the problem has not been dealt with as you would like, please put your concerns in writing to: The Manager, The Mermaid Centre for Renal Dialysis, Wells Community Hospital, Mill Road, Wells-next-the-sea, Norfolk, NR23 1RF
A copy of our complaints procedure can be obtained on request and includes an appeal process.
If you need help with a complaint:
The Care Quality Commission (CQC) are the independent regulator for all health and social care services in England.
CQC advice: “You should complain to the person providing your care or service. They will have the same responsibilities as other registered providers to have a complaints procedure that is accessible, fair and responsive”
Even though they cannot investigate your individual complaint for you they would like to hear about your experience. This is because they believe involving people who use services in everything they do will help improve them for everyone. They therefore encourage people to share information with them.
Contact the CQC at:
- Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG
- Telephone: 03000 616161 (the customer services team are available 8.30am to 5.30pm, Monday to Friday)
- The Patients Association can also offer advice and support. Contact them at:
- PO Box 935 Harrow, Middlesex HA1 3YJ Telephone: 020 8423 9111
- Email: helpline@patients-association.com
