Patient feedback and complaints

PICS is committed to high standards of patient care and we welcome compliments, comments, complaints and suggestions. 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 a survey sent to you via email, text or print out after you’ve interacted with us.
  • Share good or bad feedback with PICS using our Feedback and complaints form.
  • Make a complaint to PICS (see the Making a complaint section below).

All PICS services are for NHS patients. A group of local GPs and Practice Managers set up our company in 2013 to provide high quality services to our patients within Nottinghamshire. Find out more about us and our values on our About us webpage.

Because all of our services are part of the NHS, you can share your feedback with either the NHS or PICS.

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, or the central NHS team. 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.

How we listen to you

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.

Many of our services also invite patients to feedback after contact with you, either by a text message, email or feedback card.

Patients can also share general or specific feedback using our Feedback and complaints form.

Making a complaint

We take complaints very seriously and we want to hear from you. Our aim is to resolve any issues quickly, working with you to gain a satisfactory outcome. All PICS staff are experienced in listening to patient and carers’ feedback and addressing it in the moment, but if you wish to share your feedback in a different way, if you don’t know who to speak with, or if you’d just rather speak with someone different, here are more options available to you:

  • Download our Feedback and complaints form and return it to us.
  • Request a print out of the Feedback and complaints form from any member of staff or at any PICS reception, or request one by contacting us (scroll down to Our contact details section below).
  • You can also write to us directly (scroll down to Our contact details section below). To ensure we have the information we need from you, please refer to the Feedback and complaints 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 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 feedback where we can offer a fuller response.

If you wish to make an anonymous complaint, you can contact the independent advisory groups who will provide you with help and advice (see Support and advice for patients section below).

When you complain, we will:

  • Listen to you
  • Inform you of all the options available
  • Work with you to decide the best action to resolve the issue
  • 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

By phone: 03000 830 000

By email: pics.enquiries@nhs.net

By letter/post: Clinical Services Lead, PICS Ltd, Unit H4 Ash Tree Court, Mellors Way, Nottingham Business Park, Nottingham, NG8 6PY

Support and advice 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:

healthwatch.co.uk/your-local-healthwatch/list

  • The Nottingham & Nottinghamshire independent advocacy service for complaints about the NHS is handled by POhWER:

City: https://www.pohwer.net/nottingham-city

County: https://www.pohwer.net/nottinghamshire

    • National services that provide independent support for complaints about the NHS:

seap.org.uk/services/nhs-complaints-advocacy/

Freephone – 0800 18 30 204

  • You’ll find a Patient Advice and Liaison Service (PALS) in most hospitals:

nhs.uk/Service-Search/Patient-advice-and-liaison-services-(PALS)/LocationSearch/363

  • NHS England

NHS England » How do I feedback or make a complaint about an NHS service?