Get in touch
This page was last updated: January 20th, 2022
We are listening
We are passionate about patient experience and we want every one of our patients, and their relatives, to receive the best possible service when being treated at, or visiting, our hospitals.
If you are happy with the care and treatment we have given you, we would be delighted to hear from you. Our staff work very hard to give the best possible, quality care to our patients and greatly value your support and encouragement.
Sometimes, however, things don’t go to plan, and we want to assure you that whatever happens, we will always do our best to put things right and try to stop it from happening again.
It is important that you tell us if you are not happy with the care and treatment you have received. We can only put things right if you tell us what is wrong. We take all feedback seriously and will take action where appropriate.
How to give us feedback
If you’ve experienced our services recently, either as a patient yourself or as a carer or friend of someone else, please visit www.careopinion.org.uk to tell us how it was. What was good? What could have been better?
Your story will be handled confidentially by the non-profit service Care Opinion. When you post your story on Care Opinion, they publish it on their public site if they can. It is then shared with people in many different organisations working to make health and care services better and asks them to respond to the feedback.
You can share your story anonymously and Care Opinion do not share your personal details, like your email address or postcode, with anyone else.
We will respond to all comments about us on the Care Opinion website and share them with staff.
This service is independent of the Royal Cornwall Hospitals NHS Trust and the NHS. For more information about Care Opinion and how your story is handled, visit
www.careopinion.org.uk.
If you want to write a compliment letter, you can also send this to the staff on the ward or in the department, or write to our Chief Executive at The Royal Cornwall Hospital, Truro, TR1 3LJ. The Chief Executive replies to every thank you letter personally and informs all relevant members of staff about the compliments they receive.
How to thank someone that cared for you at the hospital
Thanking a member of RCHT staff – Learning from Excellence
If you wish to thank a member of staff for the care they gave you during your stay at the RCHT, please complete this simple form. This will result in a card being sent to this person, quoting your thank you. You will not be named in this card. The RCHT reviews all nominations to explore opportunities where excellent care can be extended more widely across the organisation. Thank you for doing this, your nomination is very much appreciated!
For any questions about this please email rcht.lfe@nhs.net
Tell us about your recent experience using ‘The Friends and Family’ Survey
You will be asked:
“Thinking about your recent visit, overall, how was your experience of our service?”
You can rank your answer from “very good” to “very poor” and also comment to explain your ranking.
We also ask you a few follow up questions related to ‘compassionate care’. You don’t have to complete these but it helps us a lot if you do.
We use your views to improve our services. The rating you give (but not your comment) is also sent to NHS England and contributes to our national ratings, so using this method is extremely important to us. We keep the comments and pass them on to the staff and managers.
Please ask your care team for a Friends and Family form on your departure, or you can click here to take the survey online.
Please note – In order to seek patient feedback to continually improve the services we provide, where a mobile number is available, we will send 1 text message containing a link to our online Friends and Family Test, following admission and/or appointment.
How to resolve concerns quickly
If you have tried this and it has not adequately resolved your concerns, or if you would like some help to do this, then please contact the Patient and Family Experience Team. They will listen to you and work with you to achieve a satisfactory resolution whether you are requesting information, providing feedback, raising a concern, or making a complaint.
Contact the Patient and Family Experience Team
Please email to rcht.patientexperience@nhs.net or leave a voicemail on 01872 252793. We will return your call in a maximum of two working days (although the majority will be returned on the same day, except on weekends and bank holidays)
Due to current circumstances, our Drop in Service is temporarily closed until further notice.
Vital information to read before contacting us
If you have any queries about your current treatment (including information about appointments and waiting times) please contact the relevant department or clinic direct.
If you have questions about an appointment, or would like to change one, please call the phone number on your patient letter or call the switchboard on 01872 250000 and ask to be redirected to the relevant department or clinic.
