Raising a Complaint or Compliment
We aim to ensure that all complaints are welcomed, recorded, investigated, and resolved in a way that is quick, fair, consistent, and transparent and that Fresenius Kabi/Calea learns from them to improve services and prevent recurrence. If required, we will provide a written response (usually within 30 working days) outlining findings, any apology, actions taken to resolve the issue, and learning to prevent recurrence.
How to Raise a Concern or Complaint
Concerns and complaints can be made verbally or in writing and are recorded within 24 hours, acknowledged within three working days, and triaged to assess risk, safeguarding concerns, or potential patient safety incidents.
You can raise issues in the following ways:
Verbally
Directly to any member of staff – For example, a Patient Care Co-ordinator, Advice Line Nurse, Manager or Clinical Nurse Advisor
By telephone:
Calea 0800 121 8300
Enteral 0808 100 1990
Biosimilars 0800 090 2461
By email: FK.Complaints-UK.Complaints@fresenius-kabi.com
By writing to:
Quality Assurance and Compliance
Calea UK Ltd
Cestrian Court
Eastgate Way
Runcorn
Cheshire
WA7 1NT
Via a representative/advocate (with appropriate consent/authority)
If you are unhappy with the complaint response, you can request a further review. A senior person from our Executive Leadership Team who has not been directly involved in the investigation will review the handling and outcome and respond within an agreed timeframe.
If after this further review you remain unhappy with the complaint response, you can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033.
Download our Complaints Handling Policy