How To Be Heard

Welcome to CCHP’s Customer Care Team

We want to get your care right and we are here to help you if you have a query and you don’t know where to find the answer.

If you are anxious about getting in touch with us, you can ask a friend or family member to do it on your behalf; we will ask your relative or friend if they have your permission to do this and you will be asked to sign a consent form to give us permission to discuss your query with them.

How do I tell you about any Concerns, Complaints & Compliments?

The quickest and most immediate way to get any concerns or complaints sorted out is to raise your query as soon as possible, with a manager or senior member of staff who will listen to you and work with you to help find a solution.

If you can’t find a solution, you can contact us and we will help you:

• For any queries relating to Sirona care & health please contact sirona.customercare@nhs.net
• For any queries relating to AWP please contact awp.pals@nhs.net

Our commitment to you is that we will:

• Treat you with respect
• Treat your query seriously and do our utmost to put it right as quickly as possible.
• Respect your confidentiality
• Keep you informed about what is going on
• Ensure that your care is not affected because of your query

Compliments

A high number of you are very happy with our services, we get lots of things right so it is always great to hear about your positive experiences and any suggestions or ideas you may have to help us improve our services. You can tell us about these too via sirona.customercare@nhs.net or awp.pals@nhs.net.

Confidentiality

We provide a confidential service to everyone. This means we won’t tell anyone else about your concern/complaint unless we have your agreement. The only reason we would have to consider passing on your confidential information without your permission is to protect you or someone else from serious harm. We would always try to discuss this with you first. Any records about your concern/complaint will be kept separate from your health records and will not affect your health care.