​​​​​​​Give us your feedback
We need your feedback to keep improving the care we offer and services.
To give feedback on health services and care you can:
Send feedback
We handle complaints we receive in line with the Customer Feedback Policy.
Find out more about how you can give us your feedback.
If you need information on health services and care, contact the Patient Advisory Liaison Services (PALS). PALS can put you in contact with the right services or teams and give advice and support.
Patient and visitor advice and support (PALS)
Compliments
If you have a positive experience and what to give us compliments tell us:
- which team provided the service or care
- staff names, if you can
- what they did for you
All compliments and will be shared with the relevant teams.
Raising a concern
You should first raise your concern with the staff involved in giving care for you or your relative, to ensure the issue can be resolved quickly.
If you’re a patient in the hospital, raise your concern with either the:
- Ward Manager
- Ward Sister
- Charge Nurse
If you feel your concern is unresolved, request to speak to a Lead Nurse.
If you’re unable to do this, or want to talk with someone outside of the department or ward, you can raise your concern with our Feedback Team.
When we receive your concern, a member of our Feedback Team will contact you to talk you through the process and support you.
If you contact us on behalf of a relative, friend or a person in your care, we’ll need their consent to support you with your request.
If you’re considering making a complaint but need help
Many issues can be resolved by speaking directly to the staff members where you receive care or access a service.
If you can’t resolve an issue you can speak with a member of the Patient Advice and Liaison Service (PALS). We understand the complaints process and can give you free, confidential and independent guidance and support. We can try to help you resolve issues informally before you need to make a complaint.
We can be particularly helpful if your issue is urgent and you need action immediately. For example, if there’s a problem with the treatment or care you receive while in hospital.
Patient and visitor advice and support (PALS)​
Making a formal complaint
Your complaint should include:
- details of the issue
- the departments or teams involved
- the date the issue started
If you would prefer to discuss your complaint in person we can arrange a face-to-face meeting.
When we receive your complaint, a member of our Feedback Team will contact you to talk you through the process. We’ll support you and make sure your complaint is investigated.
Your rights as a patient or service user (Patients' Charter)
Our Patients and Users' Charter details the rights you have when using health services. This includes if you're a:
- inpatient
- outpatient
- mental health service user
- community service user​
When you access services by Health and Care Jersey, you have the right to:
- be treated with respect and dignity, and free from any form of discrimination
- receive utmost care throughout your treatment and aftercare
- receive clear information that can be easily understood, including the benefits, risks, alternatives, and any costs
- ask questions about your care, treatment or clinicians treating you
- ask for another suitably qualified member of staff to explain anything you do not understand
- receive support for any language, mental health, sight, hearing or other difficulties.
- make your own decisions, or a carer, guardian or parent on your behalf, without pressure, about your treatment, and be free to change your mind or request a second opinion
- make a complaint, have it taken seriously and have it acknowledged with a case number within 3 working days
- report anything which you see or hear which makes you feel uncomfortable
- to give positive feedback if you feel a member of staff has delivered an excellent standard of care
Contact us if you feel that your rights have not been respected.
The charter was created and published in September 2024 by the Patient's and User's Public Engagement Panel. It was approved and endorsed by HCJ's Executive Leadership Team and the Health Advisory Board.
The charter can be found in all waiting rooms across HCJ.
gov.je