Feedback and complaints

How to offer your feedback or make a complaint about the services we help to deliver

As an organisation that helps to deliver health services, we are always looking for feedback to help us improve.

If you have had a negative experience of our services, we want to hear from you. Our complaints process is designed to support you in making your complaint and ensure that we learn as a result.

 

How to give us feedback or make a complaint

For Here:
Call us: 0300 303 0500
Email us: info@hereweare.org.uk
Write to us: 4th Floor, 177 Preston Road, Brighton, BN1 6AG

For Brighton & Hove Memory Assessment Service:
Call us: 0300 555 0175
Email us: mas@enquiries@nhs.net
Write to us: 4th Floor, 177 Preston Road, Brighton, BN1 6AG

For Sussex MSK:
Call us: 0300 303 8063
Email us: Here.feedback-mskpartnership@nhs.net
General queries (MSK referral, symptoms or appointment): here.brighton.smskp@nhs.net
Write to us: 4th Floor, 177 Preston Road, Brighton, BN1 6AG

For Additional Primary Care:
Call us: 0300 303 2155
Email us: here.apcbrighton@nhs.net
Write to us: 4th Floor, 177 Preston Road, Brighton, BN1 6AG

We may require your NHS number to help us locate your records. Find your NHS number.

 

What happens after I make a complaint?

  • We will acknowledge receipt of your complaint within 2 working days (not including weekends and bank holidays).
  • One of our team will call you (if you provide us with your phone number) to discuss your complaint within 7 working days after receiving your complaint. This is so we can understand more about it and what matters most to you in this process.
  • Depending on the outcome of our conversation, if you would like to receive a formal response to your complaint following our investigation, this will be sent to you within 20 working days of us first receiving your complaint.

 

If you’re not happy with our response

If at any point you are not happy with our handling of our complaint or of our final response, we encourage you to contact us in the first instance so that we can resolve this with you.

You also have access to the Parliamentary & Health Service Ombudsman – Details of this are available at https://www.ombudsman.org.uk/making-complaint. or via 0345 015 4033.

 

Other formats or translations

If you require information in any other formats or translated into different languages, please let us know using the contact details above and we will arrange for this.