NHS Dorset is committed to providing you with the opportunity to seek advice, raise concerns and make a complaint. We recognise that comments, concerns and complaints are a valuable source of information about the quality of the services we commission. We have systems in place, which include monitoring of complaints, how they are investigated, managed and most importantly acted upon, to prevent a similar occurrence and improve services.

We have produced a leaflet specifically for patients which briefly explains how to raise complaints or concerns, or provide feedback, regarding health services in Dorset – complaints and feedback leaflet.

An easy read version of this information is also available – complaints and feedback easy read leaflet.

For more information, please contact the Customer Care Team.

For Complaints and Enquiries relating to NHS Dorset you can write, telephone or email the Customer Care Officer:

NHS Dorset
Vespasian House, Barrack Road, Dorchester DT1 1TG
Telephone: 01305 368926
Email: customer.careteam@nhsdorset.nhs.uk

Feedback relating to the any of the services we commission is welcome, please write or telephone the Customer Care Officer as above or email feedback@nhsdorset.nhs.uk

Should you decide to contact the Chief Officer with concerns regarding the organisation, this will be passed to the complaints team who will acknowledge your concerns and determine the best way forward.

Complaints about Dorset healthcare providers

Unfortunately, we are unable to investigate concerns relating to organisations that provide healthcare services. These include:

  • GPs, dentists, pharmacist and opticians

  • Dorset NHS Trusts

  • Patient Transport providers

  • NHS 111 services

  • Private providers

It is the responsibility of the service you have concerns about to investigate and address your issues directly. Please refer to the relevant section below:

These are independent contractors and the law requires them to operate their own complaints procedures, therefore you should direct your complaint to them in the first instance.

However, if you have concerns about doing so, please contact NHS England.

NHS England
PO Box 16738, Redditch B97 9PT
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net

Complaints about Dorset NHS Trusts

It is the responsibility of the service you have concerns about to investigate and address your concerns directly. For complaints about Dorset hospitals, please contact the organisations below directly via their Complaints Manager.

Dorset County Hospital NHS Foundation Trust

Williams Avenue, Dorchester DT1 2JY
Telephone: 0800 7838058
Email: complaints@dchft.nhs.uk

Complaints – Dorset County Hospital NHS Foundation Trust

University Hospitals Dorset

(Poole and Royal Bournemouth Hospitals)

Castle Lane East, Bournemouth BH7 7DW
Telephone: 0300 019 8499
Email: patientexperienceteam@uhd.nhs.uk

Patient Advise and Liaison Service (PALS)

Dorset HealthCare University NHS Foundation Trust

Sentinel House, Nuffield Industrial Estate, Poole BH17 0RB
Telephone: 0800 587 4997
Email: dhc.complaints@nhs.net

Complaints – Dorset HealthCare University NHS Foundation Trust

Complaints about other local providers

E-zec Medical Patient Transport Service
Terminal Building, Redhill Aerodrome, Kings Mill Lane, Redhill, Surrey RH1 5YP
Telephone: 0300 777 5555
Email: feedback@e-zec.co.uk

Complaints – E-zec Medical Patient Transport Service

South Western Ambulance Service NHS Foundation Trust (NHS 111)
Abbey Court, Eagle Way, Exeter EX2 8HY
Telephone: 0300 369 0133
Email: patientexperience@swast.nhs.uk

Complaints – South Western Ambulance Service NHS Foundation Trust

BCP Council (Adult social care)
Town Hall, Bourne Avenue, Bournemouth BH2 6DY
Telephone: 01202 454979
Email: care@bcpcouncil.gov.uk

BCP Council (Children’s social care)
Town Hall, Bourne Avenue, Bournemouth BH2 6DY
Telephone: 01202 458101
Email: mash@bournemouth.gov.uk

Dorset Council (Adult social care)
Dorset Direct, County Hall, Colliton Park, Dorchester DT1 1XJ
Telephone: 01305 221016
Email: adultaccess@dorsetcouncil.gov.uk

Dorset Council (Children’s social care)
East District: Cedar House, Cobham Road, Ferndown Industrial Estate, Wimborne BH21 7SB
Telephone: 01305 221016
Email: eastdistrictchildcare@dorsetcouncil.gov.uk

West District: Floor 2 South Annexe, County Hall, Colliton Park, Dorchester DT1 1XR
Telephone: 01305 221450
Email: westdistrictchildcare@dorsetcouncil.gov.uk

Help with making your complaint

If you would like help to make a complaint, The Advocacy People offers advice and support in making a complaint about the National Health Service in Dorset. This service is free of charge. Contact details:

The Advocacy People
PO Box 375
Hastings
TN34 9HU

Tel: 0300 440 9000
Text: 80800 using keyword PEOPLE, followed by your message
Email: info@theadvocacypeople.org.uk

Media enquiries

We welcome enquiries from the media and provide a helpful and professional service to local and national journalists.

We are also happy to support students by providing people for interviews however as our resource is limited, this may not always take priority.

Email: communications@nhsdorset.nhs.uk

Out of hours:

We are currently not able to respond to out of hours queries – please email them to communications@nhsdorset.nhs.uk and we will respond as quickly as we can.

Useful links

NHS Dorset Customer Care and Complaints Policy

NHS Dorset ‘How to make a complaint about healthcare services’ easy read document

Dorset Advocacy

Parliamentary and Health Service Ombudsman (PHSO)