Feedback and Complaints Procedure

Feedback and Complaints Procedure for Customers, Members and Suppliers of NOE CPC

A guide to how we handle feedback and complaints and ensure customer satisfaction.

Introduction

NOE CPC is committed to providing high-quality procurement and commercial services to the NHS and other public sector organisations. We value your feedback and take it seriously. We aim to resolve any issues quickly and effectively, and to learn from them to improve our services.

How to submit Feedback

If you are unhappy with any aspect of our service, or you would like to pass on any positive feedback to our staff, you can submit feedback in confidence by contacting the following:

  • Emailing feedback@noecpc.nhs.uk
  • Calling 0114 212 7168
  • Writing to NOECPC Partner Feedback, 3rd Floor, Don Valley House, Savile Street East, S4 7UQ.

Please provide as much detail as possible about your feedback, including:

  • Your name and contact details
  • The name of the NOE CPC staff member or service you are feeding back about
  • The date and time of the service delivery, incident or issue
  • The nature and impact of the incident or issue
  • What you would like us to do to resolve it

How we handle your partner Feedback

When we receive your feedback, we will:

Initial step: Log it in our Feedback and Complaints system and assign it a reference number

Route 1: Complaints, incidents and issues

  • Acknowledge it within 24 hours by email or phone
  • Investigate it thoroughly and impartially
  • Keep you informed of the progress and outcome of the investigation if required
  • Resolve it within 2 working weeks, or explain the reason for any delay and give you an estimated completion date
  • Apologise and offer a suitable remedy if we have made a mistake or failed to meet your expectations

Route 2: Positive Feedback, Ideas, Commendations

  • Acknowledge it within 24 hours by email or phone
  • Feedback will be shared with the senior management team for consideration and through the relevant directorate to take action.
  • Commendations will be shared with individuals and if appropriate submitted in the monthly Values in Practice (VIP) awards.
  • The outcomes will be shared with the submitting partner within 2 working weeks of receipt.

How we report and monitor feedback

We monitor and analyse all feedback to identify any trends, issues or areas for improvement. We report on the number, type and outcome of feedback and complaints to our management team on a monthly basis. We also share the learning and actions from feedback and complaints with our staff and stakeholders, and use them to inform our service development and quality improvement plans.

How to contact us

If you have any questions or comments about our feedback and complaints procedure, or if you need any support or advice on how to make a complaint, please contact us using the details above. We are always happy to hear from you and to help you in any way we can.