Information, advice & support
Our customer service team* are available to provide information, advice and support to people who use our services, relatives and carers. The team can help to answer any questions you may have about the care the Trust provides and help guide you through services provided by the NHS and other organisations.
If you need help in a crisis, please follow the guidance on the help in a crisis page on the website, and if you are currently using NSFT services, please continue to make contact with your care team for support.
What do the customer service team do?
The customer service team can:
- provide information about NHS and other services,
- signpost to specialist services,
- listen to concerns, comments, compliments and suggestions,
- help solve problems that need quick resolution,
- manage complaints.
The customer service team actively encourage feedback on the services we provide. If you have any comments, would like to suggest any improvements or would like to use the service, please get in touch.
We welcome the opportunity to explore how we can put things right and how we can learn from your experience.
The quickest way to resolve any issues is to speak to the staff at the time. Our staff want to make sure you receive the best possible care and welcome this opportunity.
If you have talked to staff and you remain unhappy, you can take this further and make a formal complaint.
Please send information to:
Customer Service Team,
Hellesdon Hospital,
Drayton High Road,
Norwich, NR6 5BE
Telephone: 01603 421486 Email:customer.service@nsft.nhs.uk
Our Help Us Help You leaflet pdf 101KB gives details of how to make a complaint and our standards for providing a response. It is also available in an Complaints leaflet Easy Read [pdf] 2MB version.
If you are unhappy with the formal response letter from our Chief Executive, or if you have any more questions, please contact us. We may be able to look again at the issues you have raised or can arrange a meeting with you to discuss the response in more detail.
*The Patient Advice and Liaison Service (PALS) and the Complaints team have merged to form the Customer Service Team.
Resource rooms
We have resource rooms with leaflets and other health information at:
- Northgate Hospital, Great Yarmouth
- Julian Hospital, Norwich – Hammerton Court
INTRAN (interpretation and translation services)
The Trust uses INTRAN interpretation. If you are unsure how to contact INTRAN for interpretation services, or require a Trust leaflet to be translated into another language or format, please contact the customer service team for further information and guidance.
If you would like to access your mental health records please follow this link to our Information Rights Team.