- A helpline has been set up for anyone tested through the national portal booking process who has not received their results (Coronavirus Testing Call Centre 0300 303 2713). Please note there is no email address to contact the helpline.
- In the first instance key workers and stakeholders should take this route to escalate issues that they might have.
- The next step is for the service user to escalate to the DHSC Ops Hub to investigate and resolve the service-user’s issue: firstname.lastname@example.org.
- If the Ops Hub are unable to do this the service-user will be advised that they can make a formal complaint. They can either make their complaint directly to this dedicated complaint mailbox: email@example.com
or the Ops Hub can send it through on their behalf.
The South Central Ambulance Service (SCAS) will manage the complaints process. They will triage complaints and identify the type of investigation required. They will acknowledge the complaint and forward the issues and questions from the complainant to the appropriate part of the wider business for investigation. Once the investigation is complete and the findings returned to the SCAS team, they will prepare a response letter for sign off by the nominated manager. Where they can, SCAS will respond to complainants if the issues have been raised/investigated previously and resolutions are known to them.