Compliments and complaints: who should you speak to?

How would you respond to a patient or family member if they asked you how they could pass a compliment to a member of staff?  Or if they asked you how to make a complaint?

Some issues and concerns can be resolved informally ‘on the spot’ - perhaps by explaining a procedure or just giving the person more information. 

But sometimes the person will need to formally register their feedback, both positive and negative, for a full response. In these cases, you should direct them to our Patient Services Department. 

Information about how to get in touch with patient services is on the Trust website under the ‘contact us’ tab.  There’s also information there about how to leave feedback and how each issue or concern is dealt with. 

The team can also be contacted on 0800 028 3382, by emailing eoeasnt.feedback@nhs.net, or by writing to:

Patient Services Department
East of England Ambulance Service NHS Trust
Hammond Road
Bedford
MK41 0RG.