We want to hear from you! Whether you have good feedback or something that didn’t go well, we want to know so we can keep improving. If you’ve had a great experience, let us know so we can keep doing what works. If something didn’t go right, tell us so we can fix it.

Every patient has the right to raise concerns about their care at Foundry Healthcare Lewes. We know we don’t always get things right, and your feedback helps us improve.

Whether you have a compliment, a complaint, or a concern, we’re ready to listen!

You can share your feedback in person or over the phone with any of our staff. If you have a problem, we’ll try to solve it quickly. If we can’t help right away, one of our Site Coordinators will call you back to look into it.

Most complaints can be sorted out this way. Please speak with a member of staff if you have a concern. You can also email us at sxicb-esx.foundryfeedback@nhs.net. If you need help writing your complaint, just ask, and we’ll assist you.

We take all complaints seriously and will investigate each one carefully. We look into what happened to learn from it and make sure we avoid similar issues in the future.

If you tell us about a problem in person, or over the phone. We’ll try to solve it at the time, within 24 hours, or up to a week if it’s more complicated.

For formal complaints, you have 12 months from the event to file one, or 12 months from when you first noticed the issue. We’ll acknowledge your complaint within three business days and investigate it as quickly as possible.

There’s no strict time limit to respond to complaints, but we are expected to finish within a year. If it takes longer than six months, we’ll write to you to explain why.

We handle all complaints confidentially. Your complaint will be kept separate from your medical records.

If someone else wants to complain for you, we need your permission first. Without it, we can still look into the issue, but we might not be able to share much information to protect your privacy. A third-party form is available at reception.

We’ll send you a final response with the outcome of your complaint. If we’ve learned anything from the complaint, we’ll tell you what changes we’re making.

• Patient Advice & Liaison Service (PALS) T: 01323 435886
• Healthwatch T: 0300 068 3000 W: healthwatch.co.uk
• Independent Health Complaints Advocacy W: escv.org.uk
• Advocacy People T: 0330 440 9000 W: theadvocacypeople.org.uk

If you're unhappy with our final response to your complaint, you can contact:

NHS Sussex, our commissioner:

A. NHS Sussex, Sackville House, Brooks Close, Lewes BN7 2FZ
T. 0300 140 9854
E. sxicb.complaints@nhs.net

If you're still not satisfied, you can also escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO);

A. Millbank Tower 30 Millbank London SW1P 4QP
T. 0345 015 4033
W. ombudsman.org.uk/make-a-complaint