If we got things wrong and did not provide your care and treatment in the best possible way, we understand that you will want to tell us about it and ask questions. Anyone who is receiving, or who has received treatment through Mayflower Healthcare Alliance can complain. You can complain for yourself or on behalf of a friend or a relative. However to make a complaint on behalf of somebody else you must have their written consent to do so.

How to make a complaint?

You may wish to write a letter, email or speak to somebody personally. You can contact our Patient Information Centre on: 01277 657835, 9am-5pm Monday-Saturday and ask for  a member of the Complaints Team or you can write to Mayflower Healthcare Alliance, Heybridge House,  Southend Road, Essex CM11 2PL.  Please address letter or email to the Complaints Team. It is important that you give us as much information as possible about what happened, including where and when.

We will contact you within three working days, either by telephone or, if we do not have a contact number for you, we will write to you. This is so we can understand exactly what the problem is and agree what we can do to resolve it. It is also important that we know what you would like to see happen as a consequence of the concerns you have raised, and what actions we can take to help reassure you. When we contact you, we will also discuss the timescale for responding to your concern.

We will write to you to confirm how we have listened to and investigated your concerns. This may mean providing an apology, explaining what changes and improvements we will make, or detailing any further action that needs to take place. We will ensure that our reply relates to the issues you originally highlighted.

If you are not satisfied with our response to your complaint, we will be happy to meet with you to explain or clarify any issues, or to discuss other possible ways to resolve your concerns.  If you still feel that your concerns have not been addressed, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case:

If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 0300 015 4000. Further information about the Ombudsman is available at www.ombudsman.org.uk.

You can write to the Ombudsman at:  The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP