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Hertfordshire Send Local Offer

When things go wrong, you have the right to complain about services you receive.

There are times when you may come across problems, have concerns about a service or you want help resolving difficulties.  This section outlines how to raise concerns or make a complaint about education, health or social care services.

There is often a way of resolving problems at a local level firstly and finding out what help can be offered by statutory or voluntary organisations such as SENDIASS and KIDS HUB before following any legal processes.

If an acceptable outcome is not obtained through this route, other options are available.

Complaints about a Hertfordshire County Council service

Tell us about our services

Complaints about NHS services

If you're registered with a GP surgery within Hertfordshire and have a compliment, concern or enquiry relating to a NHS service, we encourage you to go to them directly.

Clinical Commissioning Groups (CCG's) want to work with patients to ensure the services are providing high quality care. Your concerns, compliments and complaints help them to improve services. They monitor and regularly review all feedback so that they can target what needs improving.

Herts Valleys Clinical Commissioning Group Quality Team

Covering the Hertsmere, Three Rivers, Watford, St Albans and Dacorum areas
 
Contact the quality team on;  
Telephone: 01442 898 865
 
Address: The Quality Team, Herts Valleys CCG, Hemel One,
Boundary Way, Hemel Hempstead, Hertfordshire, HP2 7YU
 
E-mail: HVCCGpatientfeedback@nhs.net

East and North Herts Clinical Commissioning Group Quality Team

Covering the East Herts, North Herts , Broxbourne, Stevenage, Welwyn and Hatfield areas
 
Contact the quality team on;
 
Telephone: 01707 369697
 
Address: Patient Safety and Experience Co-ordinator,
Charter House, Parkway, Welwyn Garden City
Hertfordshire, AL8 6JL
 
Email: enhccg.quality@nhs.net

How can I get help with the complaints process?

NHS Complaints Advocacy can help patients, their families or carers with advice and support in making a complaint. They offer a free, confidential and independent service. Their contact details are:

Telephone: 0300 456 2370
Email: pohwer@pohwer.net  
Website: www.pohwer.net
Address: NHS Complaints Advocacy, POhWER, PO Box 14043, Birmingham B6 9BL

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Why do we use cookies?

To remember your settings, for example your language and location. This means you don’t have to keep entering these details when you visit a new page.

To find out how you use the site to help us update and improve it.

How do I change my cookie settings?

You can change the settings of your web browser so that it won’t accept cookies. For more information visit AboutCookies.org.

But, doing this may stop you from using some of the online features and services on this website. 

Cookies we use

Cookies do a lot of different jobs, and we use 2 types of cookies:

Required functionality cookies – these cookies are essential for the website to work.

Performance and feature cookies – these cookies help to improve the performance and feel of this website, for example providing you with personalised services.


Take a look at a list of cookies we use on our website:

NameTypeHow we use itHow long we use the information for

ASP.Net_Sessions

 

Required functionality

An automatic cookie set by our software. 

Just for the time you are on our website.

ServerID

 

Required functionality

An automatic cookie set by our software. 

Just for the time you are on our website.

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Required functionality

To track the effectiveness of our website using Google Analytics. 

2 years

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Performance and feature

To save the pages that you visit by clicking the heart at the top of the page. 

1 month

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Performance and feature

This stores your postcode (or partial postcode) when we ask you for your location.

Just for the time you are on our website or 30 days (you choose this).

geoCoordinates

Performance and feature

This stores your location as a pair of latitude / longitude coordinates.

Just for the time you are on our website or 30 days (you choose this).

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Performance and feature

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This is set in the control for each ready reckoner. If you haven't interacted with the ready reckoner for the set amount of days, the cookies are deleted.

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Performance and feature

This keeps a history of what content cards are clicked on when using the ready reckoner.

This is set in the control for each ready reckoner. If you haven't interacted with the ready reckoner for the set amount of days, the cookies are deleted.

SQ_SYSTEM_SESSION

Required functionality

This used to track user sessions on forms hosted on eservices.hertfordshire.gov.uk

Just for the time you are on our website.


Third party cookies

There are links and content from other sites and services on our website. These sites and services set their own cookies.

Below are a list of cookies that the other sites and services use:

Service namePurposeMore information

Google analytics (_utma/b/c/z)

These are used to compile reports for us on how people use this site.

Cookies of the same names are also used for the same purpose by other websites such as Building FuturesCountryside Management Service and Hertfordshire LIS.

Visit the Google Analytics website for more information about the cookies they use.

You can prevent data from being collected and used by Google Analytics by installing Google's Opt-out Browser Add-on.

Google Translation - googtrans

This cookie is used to remember which language to translate each page into if you have chosen to do so.

It expires at the end of your browser session.

Bing

We use a Bing cookie to track the success of our marketing campaigns and make them more efficient.

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Google

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Facebook

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Netloan

This ASP.NET_Sessionid cookie is essential for the Netloan secure online payments website to work, and is set when you arrive to the site. This cookie is deleted when you close your browser.

 

HotJar

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Siteimprove

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