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Contact Us

NEMS Patient Care Centre

Platform One Practice

Station Street

Nottingham

NG2 3AJ

 

For location, travel and parking information please go to:

Finding NEMS


NEMS Head Office

Fanum House

484 Derby Road

Nottingham

NG7 2GW

Telephone:

(0115) 846 2395


(Please note that this is an office only with no facilities or staff to deal with medical problems over the phone or in person)

Contact Us

From October 2014, we will have a ‘head office’ building and a patient care building. For location, travel and parking information about our patient care building, please go to ‘Finding NEMS’

NEMS head office

NEMS CBS

Farnum House

484 Derby Road

Nottingham

NG7 2GW


Telephone: (0115) 846 2395

(Please note that this is an office only with no facilities or staff to deal with medical problems over the phone or in person)

NEMS patient care centre

Platform One Practice

Station Street

Nottingham

NG2 3AJ


For location, travel and parking information please go to ‘Finding NEMS’

Suggestions, Comments, Concerns and Complaints

If you have a suggestion, comment, concern or complaint about the service that you have received from NEMS Community Benefit Services, please let us know.

You can:

Talk to us at the time you are using our service:

You can make your complaint to any member of staff and they will take brief details and pass it to a manager to deal with on the next working day.  

Telephone us on 0115 846 2395 during normal office hours (please do not use this number if you require medical advice or care). A staff member will take some brief details from you and pass you on to a manager or arrange for a manager to return your call as soon as possible.

Write to us: addressing your comment/complaint to:

Quality Governance Manager,

NEMS CBS,

Farnum House

484 Derby Road,

Nottingham.

NG7 2GW


Complete a ‘comments and suggestions’ form: available from the waiting area. You do not have to give your name and contact details, but it is helpful if we can contact you to talk things through before taking any necessary action.

At NEMS, we aim to provide patients with the best care that we can. However, we know that things can go wrong and that there is always room for improvement. If we have got things wrong, we will acknowledge this, apologise, explain what went wrong and take action to prevent the same thing happening to someone else. We need you to tell us when our service to you was poor or could have been better.

Most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. So please talk or write to us.We would also be pleased to hear from you if you feel that we have provided a good service.

We would always prefer you to come to us first but alternatively, you can take your complaint directly to the organisation that contracted us to provide this service by contacting:

Nottingham City Patient Experience Team

NHS Nottingham City

1 Standard Court,

Park Row, Nottingham

NG1 6GN


Telephone:  0115 883 9570

Email: patientexperienceteam@nottinghamcity.nhs.uk or:

Help to make a complaint

If you need help to make your complaint, Nottingham City and Nottinghamshire now have a new advocacy service provided by ‘POhWER’. Their skilled and trained advocates work with individuals who need advocacy support to enable them to have their voices heard, to ensure their wishes are respected and their rights are upheld. This service is available to people aged 18 or over who live in Nottingham or Nottinghamshire.

How to contact POhWER:

Telephone - 0300 020 0093 (charged at local rate)

Minicom - 0300 456 2364

Text - send your name and number to: 81025

Email - yourvoiceyourchoice@pohwer.net

Skype - pohwer.advocacy

Fax - 0300 456 2365

Post - PO Box 14043 Birmingham B6 9BL

 

NEMS Complaints Procedure

We work within the NHS Complaints Regulations (2009). This allows us the flexibility to work with you and agree the best way to handle your complaint, guided by the nature and seriousness of your complaint.

Complaints must be made within 1 year of the event happening unless the subject matter only came to light within the last year or the complainant had good reason for not making the complaint within the year.

If you are making a complaint on behalf of another person, we may have to seek their consent before we can begin our investigation.

The Complaint Plan

Whether you telephone us or write to us, your complaint will be acknowledged in writing within 3 working days of receipt.

We will contact you to discuss the options for dealing with your complaint, reach an agreement on how best to take things forward and record this in a ‘complaint plan’. The plan will include the date by which we aim to have completed the investigation and a copy of the plan will be sent to you.

NEMS aims to respond to your complaint in writing within 25 working days. However, things may take longer in some cases, for example:

If your complaint is on behalf of someone else and we need to receive that person's written consent in order to respond to you. This is a legal requirement that we have to follow.

If your complaint is very complex or involves a number of different people or organisations. This can take more time, particularly if each person needs to review the medical records.

If the people involved in your complaint are away from work or no longer work for us.

Our Investigation and response

If your complaint is about the nursing or medical care that you received, we will make use of telephone call recordings and computer records as well as seeking comment from the individuals involved.

When we have completed our investigation we will contact you to you explain how your complaint has been handled, what conclusions have been reached and what action is to be taken.

Unhappy with the response?

If you are dissatisfied with the outcome of our investigation, we ask you to contact us again so that we can discuss whether further action is appropriate.

If you remain dissatisfied after that, we would recommend that you contact the Health Service Ombudsman.

The role of the Ombudsman is to consider complaints that government departments, a range of other public bodies in the UK, and the NHS in England, have not acted properly or fairly or have provided a poor service. If you would like to make a complaint to the Ombudsman, you can find helpful information at www.ombudsman.org.uk on the ‘how to complain’ page. You can telephone the Ombudsman Office on 0345 015 4033.

If you need to contact us to give us feedback, make a complaint or request a copy of your medical records, you can:

Telephone us on:  0115 846 2395  

(please note that this is an administration line and we are not able to deal with urgent medical problems or provide medical advice)

Write to us:

NEMS CBS,

Farnum House,

484 Derby Road,

Nottingham, NG7 2GW


NEMS Community Benefit Services Limited

Registered under the Industrial and Provident Societies Act 1965

Register No. 29847R