Healthwatch Hertfordshire Complaints Project

Dear Service User,


Please find below information about an opportunity for you to be involved in Healthwatch Hertfordshire’s Complaints Project. If you are interested in getting involved please contact my colleague Priya directly, using the contact details she has provided at the bottom by 29th January.


Have you made a complaint against the NHS in the last 12 months?


HwH are currently working on a complaints project in partnership with POhWER. We are looking for people who have had cause to make a complaint (formal or informal) against any NHS organisation or Social Services provider in Hertfordshire during the last 12 months. The objective of the research is to map the actual process of making a complaint against the formal complaints process guidelines that exist within these organisations. The outcome, hopefully, will be recommendations about how this process can be made to work more effectively and more user-friendly.


Our aim is to interview people with a semi-structured questionnaire lasting about 15/20 minutes. Ideally we would like to meet people face to face, or we can interview them over the phone, or send them a questionnaire for them to complete and return in a pre-paid envelope or they can complete it online. We have interviewers who could attend your meetings - in other words we can be as flexible as necessary to meet and talk to these people. 


The interviews will be treated in confidence and we will not be recording the name of the respondent. Interviews will be conducted in accordance with the Market Research Society's Code of Conduct.


The deadline for participating in this piece of work is Friday 29th January, which I understand is a very short timeframe, so we can look at extending the piece of work if the need arises. If you are interested in participating in this piece of work, please could you contact Priya or 01707 275 978