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At Primary Care Dietitians Ltd, we are committed to providing high-quality dietetic services in partnership with NHS Primary Care Networks and local authority commissioners. Your feedback helps us improve. We welcome your views - whether positive or constructive - and take all concerns seriously.
We use the 4Cs framework to ensure all feedback is heard and acted upon appropriately:
Informal concern: A matter that can be resolved quickly through clarification or immediate action - often addressed within a few days without the need for a formal investigation.
Formal complaint: A more significant issue requiring investigation and a written response. This follows a structured process with defined timeframes.
Serious complaint: Matters involving potential harm, safeguarding issues, or significant clinical incidents. These may require escalation under our safeguarding or incident reporting procedures and notification to relevant bodies.
The quickest way to share feedback is through our online 4Cs form below. Alternatively, you can email us at info@primarycaredietitians.co.uk
We welcome feedback from anyone affected by our services, including:
Making a complaint will not negatively affect your current or future care in any way. We are committed to treating all feedback fairly and without prejudice.
Raising a concern: Complaints should normally be raised within 6 months of the issue occurring or within 6 months of becoming aware of the issue. We may extend this timeframe if there is good reason to do so.
Acknowledgement: Within 3 working days of receiving your complaint.
Full response: Within 28 working days. If we need more time to investigate thoroughly, we will contact you to explain why and provide a revised timeframe.
Our Chief Operating Officer, Suyin Chia, is the designated Complaints Lead and oversees the handling of all formal complaints.
When we receive a complaint, we follow a clear process. Every complaint is logged on our complaints register, reviewed promptly, and risk-assessed to determine appropriate handling. An impartial investigation is undertaken, which may involve interviewing relevant staff members and reviewing clinical or administrative records. Throughout, we aim to understand what happened and why.
Where our services are delivered under NHS or local authority contracts, we may inform the relevant commissioning body in line with our contractual requirements. This helps ensure transparency and supports system-wide learning.
Once the investigation is complete, you will receive a written response outlining our findings, any conclusions reached, and actions we have taken or plan to take.
We hope to resolve all concerns through our internal process. However, if you remain dissatisfied with the outcome:
Request a senior review: You may ask for your complaint to be reviewed by a senior member of the organisation. Please contact us within 20 working days of receiving your response if you wish to request this.
Escalation to commissioners: Where services are commissioned by the NHS or a local authority, you may also have the option to escalate your complaint to the relevant commissioning body. We can provide guidance on how to do this if needed.
All complaints are handled confidentially. We process personal information in accordance with UK GDPR and the Data Protection Act 2018. Only individuals directly involved in investigating or resolving your complaint will have access to the relevant information. We will not share details of your complaint with anyone who does not need to know.
Complaints are a valuable source of learning. We regularly review complaints to identify themes and trends, and outcomes inform how we improve our services.
Learning from complaints may lead to:
We share anonymised learning across the organisation as part of our quality improvement and clinical governance processes. This supports our commitment to providing services that are safe, effective, responsive to people's needs, and well-led.
We want everyone to be able to share their feedback. If you need support to raise a concern or complaint - for example, if you require information in a different format, need an interpreter, or would prefer to speak to someone by telephone - please let us know. We will make reasonable adjustments to ensure you can communicate with us in a way that works for you.
We genuinely value your feedback. Whether you want to share a positive experience, suggest an improvement, or raise a concern, your voice matters. We are committed to listening, learning, and continually improving the care we provide.
Please use our 4Cs form below to submit a compliment, comment, concern, or complaint. We will respond as quickly as possible.
Access the form here.
Prefer email? Contact us at info@primarycaredietitians.co.uk