Complaints, Concerns and Compliments

At Sirona care & health, we are committed to providing high-quality care and services. We welcome feedback from patients, service users, families and carers, as it helps us understand what we are doing well and where we can improve. Whether you have a compliment, concern or complaint, we want to hear from you.

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How We Can Help

The Experience and Complaints Team aims to:

• Advise and support service users, families and carers
• Provide information about our services
• Listen to concerns, suggestions and feedback
• Help resolve issues and improve services
• Ensure compliments are shared with staff and teams

Your feedback plays an important role in helping us improve the care we provide.

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Raising a Concern

Many concerns can be resolved quickly by speaking directly with the staff member involved or their manager.

If you would prefer, the Experience and Complaints Team can discuss the issue with the relevant service on your behalf and help find a solution.

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Making a Complaint

If you wish to make a complaint, our Experience and Complaints Team will:

• Listen to your concerns
• Discuss the issues you have raised
• Clarify how you would like the matter resolved
• Explain the complaints process
• Keep you informed throughout the investigation

You can submit a complaint by:

• Telephone
• Email
• Letter

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What Happens Next?

Once your complaint has been received:

1. We will acknowledge your complaint.
2. We will explain how your complaint will be investigated.
3. A Service Manager will investigate the issues raised.
4. We will provide a written response outlining the outcome.

We aim to resolve complaints within 25 working days wherever possible and will keep you informed if there are any delays.

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Independent Support

If you would like help making a complaint, independent advocacy services may be available.

Support organisations can provide:

• Free advice
• Confidential support
• Assistance throughout the complaints process
• Help communicating concerns

Further information about advocacy services can be obtained from the Experience and Complaints Team.

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If You Are Not Happy With The Outcome

If you remain unhappy after receiving our response, you may be able to request an independent review through the appropriate Ombudsman service.

Complaints should normally complete the Sirona complaints process before being referred for external review.

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Compliments and Positive Feedback

We are always pleased to receive compliments and positive feedback.

Sharing positive experiences helps us:

• Recognise excellent care
• Celebrate staff achievements
• Share good practice across services
• Improve the experience of future service users

All compliments received are shared with the relevant teams and staff members.

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Contact the Experience and Complaints Team

Telephone

• 0300 124 5400

Email

• sirona.experienceandcomplaints@nhs.net

Postal Address

Experience and Complaints Team
Sirona care & health
Badminton Road Office
2nd Floor, Badminton Road
Yate
BS37 5AF

Monday to Friday, 8:30am – 4:30pm.

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Get Involved

We welcome feedback from everyone who uses our services.

Your views help us:

• Improve services
• Develop new ways of working
• Understand what matters most to service users
• Deliver the best possible care

Every comment, compliment, concern and complaint helps us learn and improve.