George Eliot Hospital NHS Trust welcomes all feedback, compliments and concerns.
After a hospital visit, you may want to provide feedback about our services. Use the drop-down menus below to find the right option for your specific feedback. Your views are important to us and help us to continue developing our services.
We hope you or your loved ones have received good care and if you would like to share this with us please write to the hospital or email compliments
The IEXCEL Awards gives you the opportunity to recognise where a member of staff, volunteer or team has made a difference to you or someone you care about.
Excelling underpins everything we do at George Eliot; the awards are your chance to highlight where a team or individual has helped the hospital achieve this in their own way and show your appreciation
Supported by George Eliot Hospital Charity, three awards are selected every month: a Team award, an individual in a non-clinical role and an individual in a clinical role. So, whether you want to recognise a clinician, educator, trainee, volunteer, or administrator this is your chance to say thank you.
Every person or team will be sent a certificate with your comments to ensure they get the recognition they deserve.
The DAISY Award is a global program that recognises the exceptional care Nurses and Midwives deliver every day. The Award is an opportunity for patients, or their loved ones, to say 'thank you' to those who provided exceptional care.
Established in the USA in 1999 by the family of J Patrick Barnes following his death from complications of the auto-immune disease ITP, the DAISY Foundation commemorates the appreciation Patrick’s family had for the care and compassion shown to him and his family. Following Patrick’s death they felt compelled to say 'thank you' to those who cared for him in a public way.
Each DAISY Award recipient is recognised at a surprise ceremony in the area they work, surrounded by their colleagues, where they will receive a DAISY Award pin badge, a certificate outlining their nomination, a hand carved stone statue entitled a Healer’s Touch and some sweet treats.
Click here to nominate a Nurse, Midwife or Nursing Associate for a DAISY Award.
As part of our commitment to excelling at patient care we want to hear from you about your experience at our hospital.
Use our message to matron cards which can be found throughout the hospital and through our online form to tell us what went well, and what we could do to improve.
Simply complete your card and post this card in the department post box marked ‘Message to Matron’.
If you would like to speak to a Matron directly, please speak to the nurse-in-charge who will arrange this for you.
Cards are collected weekly. Thank you, your comments make a difference.
We recognise also that you may need help with a current concern and we would encourage you to speak with the ward or service area to see how best they can help. Very often issues can be dealt with straight away.
If you are unsure about raising a concern help and advice can also be obtained from PALS and there are local Independent Complaints Advocacy Services in the area.
Do you have a question or concern about your appointment or care?
If you have any comments or concerns about your appointment or care, please contact your service or our Patient Advice and Liaison Service
If you would like a copy of your health records click here Access to health records
If you’re concerned about a patient who is on one of our wards, please call us
If you are unhappy about your care or treatment, please tell us. Please be assured that if you raise a concern, or make a complaint, we will look into this and it will not have a negative effect on the care that you or a loved one receives.
If you need to tell us about a concern or make a complaint there are a number of ways that you can do this.
Talking it through
If the care or treatment is current the staff within the service would value the opportunity to try and help. In these instances please speak with the ward or department manager as we do not want you to take your troubles home with you. Wards and Departments
If you are still unhappy, you can ask to speak to the matron. Alternatively you can contact our Patient Advice and Liaison Service.
Some issues however, require an investigation and if you want to make a formal complaint. If you wish to make a complaint you would be welcome to write to the Chief Executive to share your concerns:
Chief Executive
George Eliot Hospital NHS Trust
College Street
Nuneaton
CV10 7DJ
If you are unsure about raising a concern, help and advice can also be obtained from PALS and there are local Independent Complaints Advocacy Services in the area:
VoiceAbility Coventry and Warwcikshire:
0300 222 5927
CWadvocacy@voiceability.org
VoiceAbility | NHS complaints advocacy
PohWER Leicestershire
0300 456 2370
pohwer@pohwer.net
NHS Complaints Advocacy | POhWER
Writing a complaint
Ideally, complaints should be made as soon as possible after the events that you want to complaint about took place. This makes it easier for everyone to remember what happened. Complaints should be made within 12 months of the event.
Please provide:
- Your name address and date of birth
- As much information as possible
- Is you are raising more than one
- Make the points that you would like answered clear, this helps us to cover all your concerns.
If you are unsure about raising a concern, help and advice can also be obtained from PALS and there are local Independent Complaints Advocacy Services in the area as highlighted above
What you can expect
Your complaint will be acknowledged within three working days.
We may contact you by phone or email to make sure we fully understand your concerns.
When we begin our investigation we will let you know how long it is likely to take. We will also keep you informed of progress if the investigation is going to take longer that first thought we will let you know.
Once the investigation is complete you will receive a written response explaining the outcome of our investigation and if we have identified areas where our services fell below the expected standard we will tell you what actions.
The complaints process cannot look at:
- Disciplinary issues
- ‘Strike off’ a health professional or suspend their registration
Support for patients
The Parliamentary and Health Service Ombudsman has produced the following video on tips on making a complaint to NHS England:
Information about link how to how to complain can be found by clicking here.
PALS offers support, advice and help to patients, families and carers and the public. PALS provide information and can help answer your questions about hospital care and treatment. If you have a concern to raise, please speak with the nurse-in-charge or the ward/department manager, as they can help you straight away.
If you do not wish to discuss your concerns directly with staff involved in your care you can contact PALS who can help. They can also guide you through the complaints process.
Contacting PALS
- Online Form (link)
- Telephone: 02476 865550. You can raise concerns verbally with PALS.
- Email: PALS
@geh.nhs.uk - PALS is based near to the hospital main reception and is open Monday-Friday 9am-4.30pm (closed bank holidays). Our telephone and mailbox are monitored regularly throughout the day. Don’t worry if you have to leave a telephone message – PALS will call you back straight away.
If you are contacting PALS on behalf of someone else, we will need the patient's consent before we can share any of their information with you.
VoiceAbility Warwickshire:
- Phone: 0300 222 5947
- Email: cwadvocacy
@voiceability.cjsm.net
Healthwatch Warwickshire:
- Phone: 01926 422823
- Email: info
@healthwatchwarwickshire.co.uk
Please share your concerns as soon as possible so that we can try and help you.
Sometimes patients are asked to take part in the Friends and Family Test or the National Patient Survey. Both provide invaluable feedback on our services.
Sometimes the care needs to be investigated either as a complaint or if we have reached out to you, under our Duty of Candour arrangements and we are committed to both in the interests of improving patient care. If you wish to make a complaint you would be welcome to write to the Chief Executive to share your concerns.