Patient Experience and Complaints

We are committed to ensuring that NHS services across Hampshire, Southampton and the Isle of Wight are as good as they can be, and value feedback on your experiences.

We welcome your comments, concerns, compliments or complaints about any of the services we purchase on your behalf and about our work within the CCG.

We recognise the value that feedback can provide in planning for the future and in improving services, so please do tell us how we can do things better, or that we are doing something well.

The NHS can sometimes be complicated to understand, if you feel you need support, our Patient Experience Service is here to help. 

We can guide you through the NHS complaints procedure, assist with your concern and advise on any queries you may have regarding any services we commission, or share any details of organisations that can support you.

What can the Patient Experience Service do?
  • Investigate complaints about the actions and services of the CCG itself
  • Investigate complaints about a CCG purchasing decision when this has personally affected an individual
  • Investigate complaints about any health services commissioned or provided by the CCG
What the Patient Experience Service cannot do
  • Resolve complaints which have been investigated by another responsible NHS body
  • Resolve complaints, which are being or have been investigated by the Parliamentary and Health Service Ombudsman (PHSO). 
If you would like to discuss or send us a compliment, comment or complaint or have a query about the CCG or any of the services we commission, please contact the relevant Patient Experience Service for your area. Contact details are available below

The Patient Experience Service will acknowledge your enquiry within three working days of receipt.
Which health services we commission
CCGs were set up primarily to purchase secondary care services (such as hospital and community services) on behalf of local populations and, while it is usually preferable to take up your concern with the service provider directly, the CCG appreciates your feedback about these services.

We welcome your concerns, complaints, compliments and comments about any services we commission. These include:
  • Community health services
  • Maternity Service
  • Planned hospital care
  • Urgent and emergency care including Emergency Departments, ambulance and out-of-hours services
  • Older people’s healthcare services
  • Healthcare services for children, including those with complex healthcare needs
  • Rehabilitation services including wheelchair services
  • Healthcare services for people with mental health conditions
  • Healthcare services for people with learning difficulties
  • Individual funding decisions
  • End of life care
  • Continuing Healthcare: for more information, please click here.
If you wish to complain about a service, it is important to note that complaints regulations set out that you can only complain to either the service provider or the commissioner, not to both.