We welcome feedback and complaints, and we want to understand your experience in your own words. 

We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards. 

Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns. 

However, AI-generated text can sometimes: 
• include information that is inaccurate or not relevant; 
• use overly formal or legal language; 
• make complaints longer or more complex than necessary; or 
• make it harder for us to clearly understand your personal experience. 

This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully. The most helpful complaints are usually clear and concise, and explain: 
• what happened; 
• when it happened; 
• how it affected you; and 
• what you would like us to do to resolve the matter. 

A short explanation in your own words is often more helpful than a long or highly formal letter. If you choose to use AI tools, we recommend that you: 
• check the wording carefully to ensure it reflects your own experience; 
• remove any information that is inaccurate or not relevant; and 
• take care when including sensitive personal information. 

Please be aware that some AI tools may store or use information entered into them. 

For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful: Using A,I, tools to help make your complaint

If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We 
will do our best to support you in a way that works for you.

Following the meningitis outbreak in Kent, you may have some queries about vaccinations. Key elements to note:

Many routine vaccinations protect against meningitis including MenB, DTaP/IPV/Hib/HepB, PCV, MMRV and Men ACWY vaccines. There is more information here: Meningitis - Vaccination - NHS We encouage parents and adults to ensure they are up to date with all routine immunisations.

Should you have incomplete immunisations we can offer you these vaccinations in line with the UKHSA guidance here:  Vaccination of individuals with uncertain or incomplete immunisation status 

The Kent outbreak is linked to MenB meningococcal disease. The Men B vaccine is offered at 8 weeks, 12 weeks and 1 year of age. Babies can be offered missed vaccinations up to 2 years of age. Practices should not offer Men B vaccination routinely or on request to those over 2 years of age. The exception is for some children and adults with asplenia, splenic dysfunction or complement disorders (including those on complement inhibitor treatment) - in line with the Green Book guidance below Green Book chapter 22 - Meningococcal and see also: Box 7.1 here: The Green book of immunisation - chapter 7 - Immunisation of immunocompromised individuals:

 “Given the increased risk, additional vaccinations against meningococcal disease are advised for individuals with asplenia or splenic dysfunction or when a complement disorder is diagnosed depending on age and vaccination history (see Chapter 7). Individuals who are to receive complement-inhibitor therapy should be vaccinated at least two weeks prior to commencement of therapy unless the risk of delaying treatment outweighs the risk of developing a meningococcal infection. Individuals commencing treatment less than two weeks after a meningococcal vaccine require prophylactic antibiotics until two weeks following vaccination. This advice applies to all newly diagnosed patients. Where an opportunity arises, and depending on the individual patient’s circumstances, eligible at-risk children and adults who have never received 4CMenB or MenACWY conjugate vaccine should be offered these vaccines.” 

The Men ACWY vaccine is given to children in school in School Year 9 (13 or 14 years of age). Those who missed immunisation can receive the vaccination up to 25 years of age from their GP Practice. 

Useful links:

Cases of invasive meningococcal disease notified in Kent - GOV.UK

Meningitis - NHS

Please see the latest information from Birmingham and Black Country Integrated Board (ICB) on the availability of Tirzepatide (Mounjaro) for management of weight loss or obesity.  Please click the link below