Your feedback matters - easy read leaflet
Your feedback matters - easy read
Easy read summary - 2025 to 2026
This leaflet will tell you how you can talk to us about Adult Social Care services.
This leaflet will tell you how you can talk to us about Adult Social Care services.
If you need help to understand this leaflet, you could ask
-
someone in your family or a friend
-
a support worker
-
a carer
-
Health and Social Care Connect - phone 0345 60 80 191
If you need help to understand this leaflet, you could ask
-
someone in your family or a friend
-
a support worker
-
a carer
-
Health and Social Care Connect - phone 0345 60 80 191
We want to provide the best possible support and services in Adult Social Care and Health.
We want to provide the best possible support and services in Adult Social Care and Health.
Sharing feedback with us is when you tell us how you feel about Adult Social Care and Health.
Sharing feedback with us is when you tell us how you feel about Adult Social Care and Health.
We want to know
- Have we done something well?
- What could we do better?
We want to know
- Have we done something well?
- What could we do better?
We use your feedback to improve the support and services we provide.
We use your feedback to improve the support and services we provide.
To share your feedback, you can get in touch with
- the person or team who has supported you
- the Complaints and Feedback Team.
To share your feedback, you can get in touch with
- the person or team who has supported you
- the Complaints and Feedback Team.
You will not be treated any differently if you share feedback with us.
You will not be treated any differently if you share feedback with us.
We want to hear from you if you are unhappy about your support or something has gone wrong.
We want to hear from you if you are unhappy about your support or something has gone wrong.
We will listen to you and follow the complaints process in this leaflet.
We will listen to you and follow the complaints process in this leaflet.
Getting in touch to give feedback
If you do not want to talk to us, you can ask someone you know to speak to us.
This could be an advocate.
An advocate is someone who supports you to have your say.
You can find out more about how an advocate can support you here: Advocacy
If you do not want to talk to us, you can ask someone you know to speak to us.
This could be an advocate.
An advocate is someone who supports you to have your say.
You can find out more about how an advocate can support you here: Advocacy
You can write to us at
East Sussex County Council
County Hall
St Anne’s Crescent
Lewes
BN7 1UE
You can write to us at
East Sussex County Council
County Hall
St Anne’s Crescent
Lewes
BN7 1UE
You can phone us on
01273 481 242
You can phone us on
01273 481 242
When things go wrong
Please get in touch with us if you are unhappy with your support or a service you have received.
Please get in touch with us if you are unhappy with your support or a service you have received.
Things can often be put right quickly.
Contact the person or team you have been involved with.
Things can often be put right quickly.
Contact the person or team you have been involved with.
If you have already done this or you would prefer to speak with someone else, you can email the Complaints Team .
If you have already done this or you would prefer to speak with someone else, you can email the Complaints Team .
Please try to get in touch within a year of the problems starting.
It might be difficult for us to help if it has been longer than a year.
Please try to get in touch within a year of the problems starting.
It might be difficult for us to help if it has been longer than a year.
Making a complaint
Making a complaint is when you tell us you are not happy about something.
Making a complaint is when you tell us you are not happy about something.
It is the law that Adult Social Care and Health must reply to you if you make a complaint.
It is the law that Adult Social Care and Health must reply to you if you make a complaint.
- We will listen to what you tell us
- We will listen to what you tell us
- We will work together with you
- We will work together with you
- We will find out more about what has happened
- We will find out more about what has happened
- We will be fair
- We will be fair
- We will reply to you
- We will reply to you
We will improve our services by learning from your experiences.
We will improve our services by learning from your experiences.
Who can make a complaint?
Anyone who has received an Adult Social Care service
Anyone who has received an Adult Social Care service
Anyone who thinks they have been unfairly told they cannot receive a service
Anyone who thinks they have been unfairly told they cannot receive a service
A friend, family member or supporter of the person who receives a service or thinks they should receive a service.
A friend, family member or supporter of the person who receives a service or thinks they should receive a service.
What you can complain about
You can complain about any part of our services, like
- assessments or reviews
- the quality of services
- staff attitude
You can complain about any part of our services, like
- assessments or reviews
- the quality of services
- staff attitude
The Complaints and Feedback team do not deal with safeguarding concerns.
Safeguarding is about protecting someone from harm.
If your feedback is about safeguarding, we will put you in touch with the right team.
You can find easy read information about safeguarding here: Safeguarding leaflets and posters
The Complaints and Feedback team do not deal with safeguarding concerns.
Safeguarding is about protecting someone from harm.
If your feedback is about safeguarding, we will put you in touch with the right team.
You can find easy read information about safeguarding here: Safeguarding leaflets and posters
What happens when you make a complaint?
We will let you know that we received your complaint within 3 working days.
Working days are all the days in the week apart from Saturdays, Sundays and bank holidays.
We will let you know that we received your complaint within 3 working days.
Working days are all the days in the week apart from Saturdays, Sundays and bank holidays.
We will ask you what you would like to happen to put things right.
We will ask you what you would like to happen to put things right.
We will work with you to decide what we can do to put things right.
We will work with you to decide what we can do to put things right.
We will get a manager to give you a response.
This will usually be within 20 working days.
We will get a manager to give you a response.
This will usually be within 20 working days.
We will make sure that everything we find out is written down, including
- What we have learnt
- Any changes we have made or will make to improve our services.
We will make sure that everything we find out is written down, including
- What we have learnt
- Any changes we have made or will make to improve our services.
We will share updates with you so that you know what is happening.
We will share updates with you so that you know what is happening.
What happens if you are not happy with our complaints process?
If you are not happy with
- our response to your complaint
or
- the way we have handled your concerns
you can tell us what you think will put things right.
If you are not happy with
- our response to your complaint
or
- the way we have handled your concerns
you can tell us what you think will put things right.
We will listen and consider your suggestions.
We will listen and consider your suggestions.
If you are still not happy, you can contact the free Local Government and Social Care Ombudsman.
If you are still not happy, you can contact the free Local Government and Social Care Ombudsman.
An Ombudsman finds out facts.
They will listen to what you say.
They will not take sides.
An Ombudsman finds out facts.
They will listen to what you say.
They will not take sides.
If the Ombudsman agrees that there is something wrong, they will help to put it right.
If the Ombudsman agrees that there is something wrong, they will help to put it right.
How to contact the Ombudsman
You can write to the Ombudsman
PO Box 4771
Coventry
CV4 0EH
You can write to the Ombudsman
PO Box 4771
Coventry
CV4 0EH
You can phone the Ombudsman on
0300 061 0614
You can phone the Ombudsman on
0300 061 0614
You can go to their website: Local Government Ombudsmen
Next page: If your comment or complaint is about health services
You can go to their website: Local Government Ombudsmen
Next page: If your comment or complaint is about health services
If your comment or complaint is about local health services
Patient Advice and Liaison Services (PALS) offers advice and support about care provided by East Sussex Healthcare NHS Trust.
Patient Advice and Liaison Services (PALS) offers advice and support about care provided by East Sussex Healthcare NHS Trust.
This service acts for you to sort out problems quickly.
This service acts for you to sort out problems quickly.
You can contact PALS at
PALS Eastbourne District General Hospital
Phone 0300 131 4784
Email esh-tr.palse@nhs.net
or
PALS Conquest Hospital
Phone 0300 131 5309
Email esh-tr.palsh@nhs.net
You can contact PALS at
PALS Eastbourne District General Hospital
Phone 0300 131 4784
Email esh-tr.palse@nhs.net
or
PALS Conquest Hospital
Phone 0300 131 5309
Email esh-tr.palsh@nhs.net
Get involved in making our services better
Find out about getting involved and making our services better here: Involvement Matters Team
Find out about getting involved and making our services better here: Involvement Matters Team