Compliments & complaints
At Southend Hospital we aim to provide high quality care for every patient, every time. To do this we want to hear from you when we do well and also when we don't meet your expectations.
All members of staff are very pleased to hear if their care and
support has been appreciated. You can pass on your compliments in
any of the following ways:
Despite our efforts, there are occasions when you might wish to
If you are currently receiving treatment in hospital and you
have a concern, the first step is to tell the person in charge of
your ward or department.
They will immediately look into your issue and make every effort
to put things right, offer you an explanation or put you in touch
with the person who is responsible for that aspect of your
If they are not able to resolve your complaint satisfactorily,
you can contact our complaints team and ask for a formal
investigation into your concerns.
How to contact us
You can contact our complaints team by phone, by email or by
letter. After this, the team will get in touch to advise you
on how we will investigate your complaint.
Telephone: 01702 435555 ext 5144 or 6449
Address: Complaints team, Southend Hospital,
Prittlewell Chase, Westcliff-on-sea, Essex, SS0 0RY
It helps everyone if a complaint is made as soon as possible. This
should be within 12 months of deciding that you think there is
cause for complaint, but in certain circumstances this time limit
can be extended.
Complaining on behalf of a friend or relative
If you would like a friend or a relative to make the complaint
on your behalf we will need your written agreement before we are
able to take the matter further. The complaints office will be
pleased to give advice in the event that the patient is unable to
give consent for the matter to be investigated.
Please click below for a copy of the Complaints Leaflet which
outlines the NHS complaints procedure and how it works.
Complaints procedure and how it
Independent help and advice
If at any stage in your complaint you would like free,
independent help or advice you should contact your local health
If you live within Southend borough, health advocacy is provided
by Healthwatch Southend. You can contact them on
01702 416320 or by email firstname.lastname@example.org
If you live outside the Southend borough, health advocacy is
provided by POhWER and you can contact
them on 0300 456 2370 or visit the POhWER website
What to do if you are still unhappy
If you are still unhappy, we can reinvestigate your concerns and
the details of how we will do this are detailed in the 'Following our
complaint investigation' leaflet.
Alternatively, you can contact the parliamentary and health
service ombudsman through their website Health Service Ombudsman