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Comments and Concerns

Often it can be difficult to navigate around the various organisations within the NHS, and locally we have a number of providers that we commission. To make it easy to raise comments and concerns the North East Essex CCG has a complaints team which works alongside the PALS (Patient Advice and Liaison Service) team.

Our PALS team can provide a signposting service to direct your concerns to the correct local NHS providers. A list of our main providers, along with contact details can be accessed in the table below.  For more details or assistance with other providers in our area please contact our PALS team.

The table below includes the details for NHS England because they are responsible for commissioning primary care services, and if you have a concern about your GP, pharmacist or dentist then you should contact NHS England.

 Organisation

 What they do

Colchester Hospital University Foundation Trust (CHUFT)

The hospital provides A&E services (at Colchester General Hospital) and has 562 inpatient beds along with 44 maternity beds and 13 critical beds across. Find out more about the services the hospital provides by clicking here.

Anglian Community Enterprise (ACE)

ACE is an award winning social enterprise, providing more than 40 NHS community healthcare services, predominantly to the population of north east Essex (Colchester and Tendring Districts). Find out more about the services they provide by clicking here.

North Essex Partnership Foundation Trust (NEPFT)

NEPFT is a specialist mental health trust providing services across a large part of Essex. They serve a community of more than one million people, employing more than 2,000 staff across over 60 sites with 300 plus in-patient beds and around 15,000 patients cared for in the community. Find out more about the services they provide by clicking here.

NHS England

 

NHS England sets the priorities and direction of the NHS and they encourage and inform the national debate to improve health and care. NHS England commissions contracts for GPs, pharmacists, and dentists and support local health services. Find out more about the services they provide by clicking here.

East of England Ambulance Service Trust (EEAST)

EEAST provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and patient transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire. Find out more about the services they provide by clicking here.

 

PALS can help with any healthcare issue you might have, and can help to support you or your family. We are happy to discuss your concerns in the method that makes you feel most comfortable including phone, email, or face to face visits and we are happy to meet people at their home.

Confidentiality

PALS is a completely confidential service and we will not speak to anyone about you or the issues raised without your permission. Your enquiry will remain anonymous, but to ensure all concerns are brought to the attention of the correct NHS staff to enable service improvement, we keep confidential records of all enquiries.

How to contact PALS

Telephone: 01206 918730 (office hours 8:30am - 4:30pm, confidential voicemail available out of hours). All calls to and from our Complaints and PALS team will be recorded and monitored for quality and training purposes. 

Email us 

Complaints

If you would like a more structured and formal approach to have your concerns addressed then we have a complaints policy, which is available here.  

We are happy to become involved in complaints about our providers but would always suggest that any complaint is first directed to the service provider. However, if you would prefer for the CCG to manage your complaint, or it relates to the services we provide please contact our Complaints team –

Telephone: 01206 918731 (between 8:30am - 4:30pm, confidential voicemail available out of hours)

Email us 

In writing:

Complaints Team, 
NHS North East Essex CCG,
Aspen House,
Stephenson Road,
Colchester,
Essex CO4 9QR

We always aim to amicably resolve all complaints we receive and we work collaboratively with the complainant to achieve this aim. However, if we are unable to resolve matters then you can contact the Parliamentary and Health Service Ombudsman (PHSO) using the details below:

Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP

Tel: 0345 015 4033

Email us

http://www.ombudsman.org.uk/make-a-complaint

More information on the work provided by the Complaints and PALS team in 2015/16.

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