Holding NUH to account

Members of the public can hold NUH to account in a number of ways. These include attending public Board meetings, where key decisions and performance updates are discussed openly. Members of the public can submit questions in advance or raise concerns through our established channels, as listed in Appendix 5, certain matters require confidentiality due to legal, commercial, or personal sensitivity (e.g., contract negotiations or tenders) and will therefore be discussed in a confidential board session.

We also encourage public involvement through patient and public engagement forums, surveys, and consultations. Feedback received through these mechanisms directly informs service improvements and organisational priorities.

Concerns or complaints can be raised directly with NUH through the Patient Advice and Liaison Service (PALS), the Friends and Family Test (FFT) scheme, or the formal complaints process. Feedback is essential in helping NUH improve services and address any issues (see appendix 7 for further details).

The Parliamentary and Health Service Ombudsman (PHSO), an independent body plays a key role in accountability and patient rights. The Ombudsman makes final decisions on complaints that have not been resolved by NHS in England. The Ombudsman operates independently of the NHS and government.

Use Feedback and Complaints Channels

Feedback and complaints

You can raise concerns or complaints directly with Nottingham University Hospitals (NUH) through the Patient Advice and Liaison Service (PALS), the Friends and Family Test (FFT) scheme, or the formal complaints process. Feedback helps NUH improve services and address any issues.

More information on how to give feedback is available on the PALS section of the NUH website and on the Friends and Family Test page.

Friends and Family Test (FFT)

The Friends and Family Test (FFT) is a national scheme that enables patients to share their views about the quality of care they receive.

You can leave feedback in the following ways:

  • Using an iPad (available from a member of staff on wards and in some other areas)
  • Completing an FFT feedback card and returning it using the freepost envelope provided
  • Using a QR code or link on discharge letters and patient information leaflets

Patient Advice and Liaison Service (PALS)

PALS is an easy-to-access service that offers advice, information and support if you are having difficulties with our services.

PALS can:

  • Advise you on how to make a formal complaint
  • Provide information about POhWER, an NHS complaints advocacy service
  • Signpost you to other organisations where necessary

Contact PALS

  • Telephone: 0800 183 0204 or 0115 924 9924 (extensions 85412 or 82301)
  • Email: nuhnt.pals@nhs.net
  • In person: Queen’s Medical Centre, B Floor (open 9am–4pm, Monday to Friday, excluding bank holidays)
  • In person: Nottingham City Hospital, South Corridor, Junction S6 (near Sherwood Hall) (open 9am–4pm, Monday to Friday, excluding bank holidays)
  • Post: NUH NHS Trust, c/o PALS, Freepost, NEA 14614, Nottingham, NG7 1BR

Attending Public Meetings

NUH’s Board meetings are open to be observed by the public. We also publish the meeting minutes and papers publicly. The board answers questions from members of the public that are submitted ahead of the meeting. Information on our Board meetings can be found on our website.

You can contact the organisers of the Board meeting for more information in the following ways:

o   Telephone: 0115 969 1169 ext. 71001

o   Email: nuhnt.corporatemeetings@nhs.net

o   Post: Chief Executive’s Office, Trust Headquarters, City Hospital Campus, Hucknall Road, Nottingham, NG5 1PB

NUH holds an Annual Public Meeting (APM) once a year, often in early autumn. The APM is an opportunity for the Trust to engage with the public, our partners, stakeholders and staff and provides the chance for us to showcase many of the positive activities that are happening across NUH.

Participate in Patient and Public Involvement (PPI) Activities

NUH runs forums, surveys, and consultation events to involve patients and the public in service planning and improvements. Active participation helps influence how services are designed and delivered. Information on getting involved can be found on our website. You can also call the hospital switchboard and ask to speak to the patient experience and engagement team.

Telephone: 0115 969 1169

Maternity and Neonatal Voice Partnership

The aim of the Nottingham and Nottinghamshire Maternity Voices Partnership (NNMNVP) is to bring together representatives from organisations involved in maternity care, alongside people who are pregnant and their families. You can find details of the Nottingham and Nottinghamshire Maternity and Neonatal Voices Partnership here.

You can also contact them in the following ways

POhWER (Independent Advocacy)

POhWER (Independent Advocacy)

POhWER is an independent charity that provides information, advice, support and advocacy to people who may experience disability, vulnerability, distress or social exclusion, including patient advocacy.

Visit the https://www.pohwer.net/ POhWER website for more information .

Contact POhWER

  • Telephone: tel:030045623700300 456 2370
  • Relay UK service is available for people who are deaf, have hearing loss or speech impairment.
  • Email: pohwer@pohwer.netpohwer@pohwer.net
  • Text: Send the word “pohwer” with your name and number to 81025
  • Post: PO Box 17943, Birmingham, B9 9PB

Use Freedom of Information (FOI) Requests

Freedom of Information (FOI) requests

As an open and transparent organisation, Nottingham University Hospitals (NUH) is committed to routinely publishing as much information as possible.

Before making a request, you should review the publication scheme to check whether the information you need is already available.

If the information is not available, you can complete an online data request form, submit a request in writing, or contact the Trust for further information.

Visit the FOI publication scheme or find out more about making a request on the Freedom of Information page .

Contact the Data Protection Office

  • Telephone: 0115 924 9924 (extension 86838)
  • Email: nuhnt.dutyin@nhs.net
  • Post: Data Protection Office, Nottingham University Hospitals NHS Trust, QMC Campus, Derby Road, Nottingham, NG7 2UH

Contact the Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman (PHSO)

The Parliamentary and Health Service Ombudsman (PHSO) independently investigates complaints about UK government departments, other public organisations and the NHS in England.

You can make a complaint if you believe an organisation has not acted properly or fairly, or if you have received a poor service that has not been resolved.

Visit the Parliamentary and Health Service Ombudsman website for more information about how to raise a complaint.

Contact the PHSO

Contact Local MP

Contact your Member of Parliament (MP)

You may wish to contact your MP if:

  • You feel you have been treated unfairly
  • You want to raise a problem affecting people in your local area

MPs can make confidential enquiries with officials or government ministers on your behalf. They can also refer individual cases to the Parliamentary and Health Service Ombudsman (PHSO) for investigation.

If an MP agrees to support your concern, they may also raise it publicly in the House of Commons, for example through questions, debates, motions or amendments.

Find your MP and their contact details on the UK Parliament – Find your MP page.

House of Commons Enquiry Service

You can also contact the House of Commons Enquiry Service to get details for your MP:

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Contact the Care Quality Commission (CQC)

Contact the Care Quality Commission (CQC)

You can contact the Care Quality Commission (CQC) to share feedback about the care you or someone you know has received. Feedback can be positive or negative.

This is different from making a formal complaint. To make a formal complaint, you should contact Nottingham University Hospitals (NUH), the Parliamentary and Health Service Ombudsman (PHSO), or use an independent advocacy service.

The CQC uses feedback from the public, alongside other information, to understand the quality of care provided by services such as hospitals, care homes, care agencies and GP practices. This helps improve care for everyone.

Visit the Care Quality Commission website for more information.

Contact the CQC

  • Telephone: 03000 616161
  • SignLive: A service that allows you to communicate using a British Sign Language interpreter. Search for “Care Quality Commission” in the SignLive app directory.
  • Text Relay: A text-to-speech relay service available by dialling 18001 03000 616161

Contact NHS England

Contact NHS England

You can contact NHS England for general enquiries, accountability and oversight.

Contact details