We would like to thank you for taking the time to contact the CCG recently concerning your complaint. Patient feedback is extremely valuable and we use it to shape our services and inform commissioning decisions.

We would therefore be grateful if you could please take a few minutes to answer the questions below. Your answers will be helpful in giving us ongoing insight into what we are doing well and where we could improve.  

All information provided will be treated confidentially and if you choose to share contact details these will only be used to contact you about your responses and will not be shared.  For more information about how the CCG uses your personal data please visit: bnssgccg.nhs.uk/about-us/how-we-use-your-information

Please contact the Customer Services team by email bnssg.customerservice@nhs.net or by phone on 0117900 2655 if you would like to answer this survey in a different format, if you have any questions or need any further information. 

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* 1. How did you hear about the CCG Customer Services Team?

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* 2. Concerning your contact with the Customer Services Team, to what extent would you agree or disagree with the following statements?

  Strongly agree Agree Neither Agree / Disagree Disagree Strongly disagree Don’t Know / Can’t Say
It was easy to contact the Customer Services team
I received enough information about the complaints process
My case was taken seriously
The team were helpful
The team were friendly and polite

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* 3. Thinking about the process which was followed around your complaint, how satisfied or dissatisfied were you with the following elements of the CCG approach?

  Very Satisfied Satisfied Neither Satisfied / Dissatisfied Dissatisfied Very Dissatisfied Don’t Know / Can’t Say
The speed of our response?
Information provided on progress of your case?
The overall outcome of your complaint?

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* 4. On receipt of your response, although you may not have agreed with the outcome of your complaint, were the reasons for the decisions explained clearly to you?

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* 5. Based on your own experience of contacting the CCG’s Customer Services Team, how likely or unlikely would you be to recommend contacting them to a friend or family member?

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* 6. Please rate your overall recent experience of using the complaints service

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* 7. Is there anything further that you would like to share with us, such as how your experience could have been improved or any positive feedback about your experience?

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