Patient Experience Team
As an Integrated Care System, we put our local people and communities at the centre of everything we do. Your views and experiences are important to us, and if you have questions, feedback, compliments, concerns or complaints about local NHS funded services, we want to hear from you.
Our Patient Experience Team is here to help you with positive and negative feedback, queries, and complaints on NHS services in our local area. The team can help you by:
- Giving you confidential help and advice about health services
- Give guidance on complaint procedures for different health and care organisations within the ICB
- Let you know about local health services and signpost to support groups
Please be aware that the Patient Experience Team is not a clinical team and cannot offer medical advice. If you have specific queries about your own health, please use the NHS website or the NHS app, contact your GP practice or local pharmacy, or call 111 or visit 111.nhs.uk online for free advice 24/7.
Complaints procedure
If you have a complaint about the NHS funded care you have received in Cambridgeshire and Peterborough, the best place to direct your complaint in the first instance is to the organisation that provided care to you. This may be a pharmacy, GP practice, Hospital Trust or other organisation.
If you are not sure where to direct your complaint, our Patient Experience Team will be able to advise.
Complaints about Local Authority-run care services
If you wish to file a complaint about adult social care or children’s services, you should do this with Cambridgeshire County Council. You can find information about the County Council’s complaints procedure, including those for adult social care and children’s services, here.
Patient Experience contacts at other NHS organisations
All NHS Trusts in our area have their own teams who handle patient enquiries. Most commonly these teams are referred to as Patient Advice and Liaison Service (PALS) teams. Please find the details of local PALS teams below.
Contact Details
You can contact the Patient Experience Team for free via 0800 279 2535, or by emailing capccg.pet@nhs.net. The team works Monday to Friday, excluding bank holidays. If you call our freephone number and receive our answerphone message, please leave your name and telephone number so the team can return your call.
Cambridgeshire Community Services NHS Trust (CCS)
Email CCS-TR.PALS@nhs.net
Telephone 0300 131 1000
Or write to: Patient Advice and Liaison service, FREEPOST: RTGA-CTLG-SCKH
Cambridgeshire and Peterborough NHS Foundation Trust (CPFT)
Email PALS@cpft.nhs.uk
Telephone 01223 219444
Or write to: PALS and Complaints Department, Elizabeth House, Fulbourn Hospital, Fulbourn, Cambridge, CB21 5EF
Royal Papworth Hospital NHS Foundation Trust
Email: papworth.pals@nhs.net
Telephone: 01223 638896 or 01223 63896
Or write to: Complaints team, Papworth Road, Cambridge Biomedical Campus, Cambridge, CB2 0AY
Hinchingbrooke Hospital
Email hch-tr.pals@nhs.net
Telephone 01480 428964
Or write to: Complaints Dept 403, Peterborough City Hospital, Edith Cavell Campus, Bretton Gate, Peterborough, PE3 9GZ
Addenbrooke's Hospital
Email pals@addenbrookes.nhs.uk
Telephone 01223 216756
Or write to: PALS and Complaints Department, Box 53, Cambridge University Hospitals NHS Foundation Trust, Hills Road, Cambridge, CB2 0QQ
Peterborough City Hospital and Stamford & Rutland Hospital
Email nwangliaft.pals@nhs.net
Telephone 01733 673405
Or write to: Complaints Dept 403, Peterborough City Hospital, Edith Cavell Campus, Bretton Gate, Peterborough, PE3 9GZ
The Queen Elizabeth Hospital King's Lynn NHS Foundation Trust
E-mail: pals@qehkl.nhs.uk
Telephone: 01553 613351 or 01553 613343
Or write to: Complaints team, Gayton Road, King's Lynn, PE30 4ET