Compliments
We would love to hear of your experiences with us. If you have any feedback regarding our service or any individuals that you have been in contact with, please share it with us.
If you have any positive feedback, there are a number of ways that you can let us know. You can discuss it with us by calling 0800 373580 between 08:00 – 6:30pm seven days a week. You can complete our compliments form above.
Alternatively, you can leave us a Google review or let us know on social media.
How do I leave a complaint?
If you are not happy with any aspect of the care or service that Baywater Healthcare provide you have the right to make a complaint.
Baywater Healthcare value your feedback and encourages you to share your experiences with us. This helps us learn lessons and improve the services we offer.
If you are unhappy with the service you have been offered by Baywater Healthcare, it can help to discuss this with us in the first instance. You can do this by calling 0800 373 580 between 08.00 – 6.30pm seven days a week.
Most problems can be dealt with over the telephone, but you may wish to continue to raise a complaint. Via the form above.
Alternatively you can email [email protected], or send a letter to:
Baywater Healthcare,
Wulvern House,
Electra Way,
Crewe,
Cheshire,
CW1 6GW
What happens when I make a complaint?
You will receive an acknowledgement of your complaint. If your complaint has been made by telephone, an acknowledgement will be made during the telephone call, and our response time will be provided. If your complaint has been made in writing, we will acknowledge your complaint in writing within 24 hours.
One of our complaints team will investigate your complaint, who can be contacted at [email protected] if you wish to make contact during the investigation process. The contact information will be included in the content if you receive an acknowledgement by letter. You are welcome to have a discussion with one of our complaints team. They will update you on how long we expect your complaint investigation to take and how we will handle your complaint.
If your complaint concerns home oxygen supply, we aim to respond within ten working days; it can take up to 20 working days if we need to consult an external agency. We will keep you informed if the investigation is likely to take longer.
If your complaint is related to any service other than home oxygen therapy, we aim to respond to complaints within 30, 45 or 60 working days, depending on how complex the issues are. We will keep you updated if the investigation is likely to take longer. If it takes longer than six months to respond to your complaint in writing, we will write to you to explain why.
We usually respond to complaints in writing and send the response letter to you through the post. If you would like us to communicate via email or in another format, please let us know that you are happy for us to do this.
A complaints response letter will include a signed letter from a Patient Experiences Lead, which forms an investigation report. All investigations are reviewed by a member of Baywater Healthcare’s Governance Team.
If you are unhappy with the response, the Patient Experiences Lead handling your case will be pleased to discuss how we can resolve any outstanding issues. We can send you a further written response or speak with you directly over the telephone.
If you are unhappy with your response, you can meet or have a telephone call with one of our senior managers/executive team. It is usually best to take place after receiving a written response, and you may wish to have somebody present to support you during the meeting or conversation.
If we consider that there is nothing further to resolve your complaint, we will inform you of this in writing. You then can request that the Parliamentary and Health Service Ombudsman (PHSO) undertake an independent review of your complaint and how we handled it.
If your complaint is made verbally, and we can resolve it to your satisfaction no later than the next working day after it is made, we will not register the issue as a formal complaint.
