Purpose and scope

Healthwatch Wakefield is committed to listening to the voices of local people and using their experiences to influence and improve health and care services. We welcome feedback, including compliments, comments, and complaints, to help us evaluate and enhance our work.

This policy outlines how individuals can:

  • Provide compliments and comments about Healthwatch Wakefield’s services.
  • Make a complaint if they are dissatisfied with the service they have received.
  • Understand the procedure we follow when handling complaints.

Providing compliments and comments

We value positive feedback and share compliments with relevant staff members to acknowledge good practice. If you wish to provide a compliment or comment, you can do so through:

Making a complaint

If you are dissatisfied with our service, we encourage you to speak with the relevant staff member first. If the issue remains unresolved, a formal complaint can be made. A friend, relative, interpreter, or advocate may assist you at any stage.

Complaints can be submitted by:

Complaints Procedure

Stage 1 – Informal Resolution

If possible, we encourage you to speak directly with the staff member involved. Many issues can be resolved at this stage. If the outcome is unsatisfactory, the complaint may progress to Stage 2.

Stage 2 – Investigation

If an informal resolution is not possible, submit a written complaint to the Chief Officer.

  • Your complaint will be acknowledged within two working days.
  • An Investigating Officer, appointed by the Chief Officer, will review your complaint and may arrange a meeting with you.
  • You will receive a written response within ten working days of submitting your complaint.

Stage 3 – Appeal

If you are not satisfied with the response from Stage 2, you may request an appeal within five working days of receiving the decision.

  • An appeal panel, comprising of an independent person appointed by the Chief Officer (this may be e.g. a colleague from a neighbouring Healthwatch), a Healthwatch Wakefield Board Member, and a senior staff member (preferably one who was not involved at stage 2, but given the size of the organisation this may not be possible), will review the complaint.
  • You will be invited to attend the appeal meeting.
  • The panel will issue its recommendations within 15 working days. This decision is final.

Accessibility and support

Healthwatch Wakefield is committed to ensuring that complaints are handled fairly and accessibly. If you need assistance submitting a complaint, we can provide support or signpost you to an independent advocate.

Monitoring and learning

All feedback, including complaints, is reviewed to improve our services. An anonymised summary of complaints is reported to the Healthwatch Wakefield Board to ensure transparency and accountability.

Contact details

Healthwatch Wakefield

The Plex, 15 Margaret Street, Wakefield, WF1 2DQ

Email: enquiries@healthwatchwakefield.co.uk

Telephone: 01924 787379

Website: www.healthwatchwakefield.co.uk

Implementation and review

Implementation date: March 2025

Review date: March 2028