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Compliments and complaints - you can tell us what you think about services

'Good that you are sending out for feedback.' Service User

The most important way we monitor and improve the quality of our services is from the comments we get from the people who use them, and their family and carers.

The key points for the Trust are:

  • Getting it Right

  • Being Customer Focused

  • Being open and accountable

  • Acting fairly and proportionately

  • Putting things right

  • Seeking continuous improvement.


For service users, carers or families who have compliments, comments, concerns or complaints, please let us know by either speaking or writing to us. It’s best if you talk to staff locally first, as they might be able to resolve any problems for you, but if they can’t, or if you’d prefer to talk to our Complaints Manager, please call 01332 623700 ext 33469. More information about how to send us your feedback can be found on the Derbyshire Healthcare website.

“You have the right to have any complaint you make about NHS services dealt with efficiently and to have it properly investigated.” “You have the right to know the outcome of any investigation into your complaint.” “You have the right to take your complaint to the independent Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS.”  NHS Constitution

See below for more information about how we meet the standard:

We want to make sure that we listen to the experience of patients/service users and their family and carers, and learn from this feedback, as well as from the concerns of staff. We use a number of methods to gain feedback including:
  • A system to support, monitor and address compliments, comments, concerns and complaints

  • Audits of standards

  • Surveys of the views of people who access the Trust’s services  

If you require any information about our policies please contact:

Freedom of Information
Ashbourne Centre
Kingsway Site
Derby DE22 3LZ
or email:

Information about making comments or complaints can be found on the Derbyshire Halthcare website

Patient Opinion

NHS ombudsman: ignoring patient complaints 'risks new Mid Staffs'

Data on written complaints in the NHS 2012/13 HSCIC