Our aim
Nimbuscare aims to always provide the best possible service to you. If, however, you have a complaint about the service you have received, please let us know so that we can explain or resolve any cause of dissatisfaction. Your complaint will help us to improve our services. We operate a complaint procedure as part of an NHS complaints system, which meets national criteria.
How to make a suggestion or pass a compliment
If you wish to pass on a compliment or make any suggestion on how we could improve the service we provide please contact the General Manager, via the contact details below. Alternatively, you can pass on any comments directly to your own GP practice who will forward these on. Please give as much detail as possible, including their personal details and if possible, the individuals you are complimenting so we can pass on your comments where appropriate.
How to complain
We hope that we can resolve most problems quickly and easily, often at the time they arise and with the person concerned. However, if you wish to make a complaint, please do so as soon as possible – ideally within a matter of days. This will enable us to establish what happened more easily. If you are not able to contact us shortly after the incident, then your complaint should be submitted within 12 months of the incident, or within 12 months of discovering that you have a problem.
Please address your complaint to:
Corporate Affairs,
Nimbuscare Limited,
Acomb Garth Community Care Centre
2 Oak Rise,York,
North Yorkshire, YO24 4LJ
Email: Nimbuscare.Feedback@nhs.net
Phone Number: 01904 943 69
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are not the patient but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
What we will do
Your complaint should be made in the first instance to Nimbuscare, through the phone number or the address/email address provided or via your own Practice. Again, we hope that most problems can be resolved quickly and easily, often at the time they arise and with the person concerned.
We will acknowledge your complaint as quickly as possible, within 3 working days (excluding weekends and bank holidays) and aim to have fully investigated your complaint within twenty working days of the date of our acknowledgement of your concern. At this time, we will be able to offer you an explanation and will contact you via your preferred contact method in this regard. If necessary, we may look to facilitate a face-to-face meeting. When we investigate your complaint, we shall aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with a clinician or senior Nimbuscare representative if desired.
- Where appropriate, apologise.
- Where possible, resolve the problem to your satisfaction.
- Identify what we will put in place to make sure that the problem doesn’t happen again and tell you about any decisions / learning implemented because of the investigation.
It may be that other organisations (e.g., hospital/community services) will need to be contacted to provide evidence. If this is the case, then we will contact you to obtain consent.
If it is not possible to conclude any investigations within the advised timescale, then we will update you with progress and revised time scales on a regular basis. In most cases these should be completed within six months unless all parties agree to an extension.
