Compliments, comments, complaints and suggestions
We welcome compliments, comments, complaints and suggestions on any of our organisation and at any time. PICS staff are trained and experienced in listening to patient and carers’ feedback and addressing it in the moment, so you can make informal comments, suggestions or compliments to any of our staff at the time or by contacting them afterwards.
You can feedback about the care you have received or the care that someone else has received. The processes are different and explained below:
- Complete the survey sent to you via email, text or print out after you’ve interacted with us
- Share all types of feedback with the PICS Complaints and Feedback Team using our Feedback and Complaints Form in Word or PDF.
- Make a complaint to PICS (see Making a Complaint below)
- Request a version of our feedback forms in large print or a specific language using our contact details below
As all of our services are part of the NHS, you can share your feedback with either PICS or the local Integrated Care Board https://notts.icb.nhs.uk/contact-us/patient-advice-and-complaints/
Making a Complaint
We take complaints very seriously and we want to hear from you if you are not happy with any aspect of the service you have received. Our aim is to resolve any issues quickly, working with you to gain a satisfactory outcome. To submit a complaint, you can either:
- Download and return our Feedback and Complaints Form in Word or PDF.
- Request a print out of the form from any member of staff or at any PICS reception, or request one by contacting us (see Our Contact Details below)
- You can also write to us or telephone us directly (see Our Contact Details below). To ensure we have the information we need from you, please refer to the form as a guide to the information you can provide in your letter or email.
If you are complaining on behalf of someone else, we will advise you of the steps that we take to protect patient data and privacy while we review your concerns.
If you wish to make an anonymous complaint, you can contact the independent advisory groups who will provide you with help and advice (see Further advice or help with making a complaint for patients below).
If your feedback covers more than one service provider, such as your GP, an ambulance service and a hospital, you only need to raise it with one of us. Whoever receives your communication will then liaise with the other providers to ensure you receive a coordinated response. We may need your consent to do this and would contact you to explain.
If it relates to a service we don’t provide, we may seek your consent to forward it to the relevant organisation for them to deal with.
If you make an anonymous complaint via a channel over which we can’t verify your identity (over social media for example or a letter without any of your contact details), we will listen to it and where possible, we will address it. However, we won’t be able to respond to you with any details. If it’s possible for us to do so, we will advise you of the other ways you can feed back where we can offer a fuller response.
When you complain, we will:
- Listen to you
- Work with you to resolve your concerns as quickly as possible
- Signpost you to other services who can help if we are unable to resolve your concern.
If your issues remain unresolved, we will advise you on the complaints process and provide links to further ways to get independent support and advice.
Our contact details
Phone: 03000 830 000
Letter/post: Complaints and Feedback Team, PICS Ltd, Unit H2/H3 Ash Tree Court, Mellors Way, Nottingham Business Park, Nottingham, NG8 6PY
Further advice or help with making a complaint for patients
There are patient advocates that can help you if you have a complaint about any service from a provider of the NHS or the NHS itself:
- Your local Healthwatch can provide information about making a complaint – visit their website
- The Nottingham & Nottinghamshire independent advocacy service for complaints about the NHS is handled by POhWER:
- National services that provide independent support for complaints about the NHS – visit their website or call 0800 18 30 204
- Patient Advice and Liaison Service (PALS) available in most hospitals – visit their website
Patient and public engagement
PICS uses citizen and community engagement to design, deliver and develop our services. We don’t just look at patient lists – we aim to understand the needs of every person so that we can provide personalised care that is close to home. we encourage our communities, patients and colleagues to get involved in a variety of ways, and we are always open to ideas and new ways of learning.
Designing our services: We begin by engaging with residents. Our expert clinicians see local patients every day and we work together with colleagues across health and social care, particularly with GPs, to fully understand emerging needs. We work together to co-design and deliver appropriate, quality services. Our staff share a culture of caring and a commitment to providing holistic care, asking what matters to the patient. We work in the spaces our residents want to be in, rather than expecting them to come to us. Read about the PICS Listening Project as part of the Jubilee celebrations, or find out about a group supported by our Respiratory team: Breathe Easy.
Delivering our services: We integrate our services so that our patients enjoy a seamless service. We work directly with citizens and patients, families and carers, GPs, care homes, local authorities, charities and voluntary groups, and other NHS organisations and community providers such as hospitals, district nurses, dentists, pharmacists and optometrists. We are embedded within the local health and social care system and a key partner helping Nottinghamshire deliver the NHS five year plan. Read about our approach and values: About PICS.
Developing our services: We monitor the impact of our services and regularly review within our teams and across multi-agency teams and service commissioners to share, learn and improve. We also work with local universities and research bodies on specific projects to reduce health inequalities and improve public health outcomes.