Complaints Procedure

Eastleigh Southern Parishes Network Ltd. endeavours to provide the best consideration of patient needs at all times. To help us make sure we provide the best possible care and attention, we offer patients the opportunity to tell us, informally, of any suggestions they have for the further improvement of their healthcare. Patients can contact Eastleigh Southern Parishes Network Ltd. via the contact page. We will aim to reply within three working days.

If you wish to make a formal complaint about any aspect of our service, please email Eastleigh Southern Parishes Network Ltd. via the contact page or write to ESP Network Ltd, ESP Primary Care Hub, Lowford Centre, Lowford, Southampton, SO31 8ES. We will acknowledge your letter within three working days of receipt and initiate a full internal investigation on your behalf. A written explanation will be sent to you within ten working days but, should the investigation take longer, you will be kept informed. On receipt of the written explanation, you will be offered the opportunity to meet in order to discuss the outcome further.

Alternatively, you can choose to raise your complaint about Primary Care services directly with NHS England or the Patient Advice and Liaison Service (PALS), if your complaint concerns care received at Hampshire Hospitals. If you need help in making your complaint you can also approach the Independent Complaints Advisory Service (ICAS).

If you are not satisfied with the outcome of your complaint at local level, you can ask The Health Service Ombudsman to independently review your case. Contact details can be found below

NHS England

NHS Commissioning Board
PO Box 16738
B97 9PT

Tel: 0300 311 2233


Please write ‘For the attention of the Complaints Manager’ in the subject line.

Hampshire Hospitals Patient Advice and Liaison Service (PALS)

The Customer Care Office
Basingstoke and North Hampshire Hospital
Aldermaston Road
RG24 9NA

Tel: 01256 486766


Independent Complaints Advocacy Service (ICAS)

1st Floor, Clarendon House
9-11 Church Street
RG21 7QG

Tel: 0845 600 8616 or 01256 463758


The Health Service Ombudsman

Millbank Tower

Tel: 0845 015 4033


Healthwatch Hampshire

Westgate Chambers
Staple Gardens
SO23 8SR

Tel: 01962 440 262

Healthwatch Hampshire website

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