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Complaints, Concerns, Comments

If something goes wrong

Our Complaints Department is the first point of contact if you wish to make a complaint, highlight a concern, or have any comments about the service or treatment you have received from us.

You can contact us by filling in the form on the right hand side of this page, or by letter, telephone, or in person.

How we will manage your contact with us

The Trust operates a complaints process in line with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. If contact is by telephone or person, we will clarify the issues raised and agree the way forward. When contact is either by letter or email a member of the complaints team will endeavour to telephone and speak with you within three working days of receipt of your correspondence. If we are not able to speak with you, a letter of acknowledgement will be sent within this timescale.

If you are making a complaint, the Trust will undertake an investigation into the issues raised and aim to provide a full written response within 25 working days. Where this is not possible, either due to a delay occurring or the complaint is of a more complex nature, you will be kept informed of progress and a future date for a response will be agreed upon.

The Trust will endeavour to resolve all issues at a local level, however, in the event that you are not satisfied with our response to your complaint, you have the right to contact the Parliamentary and Health Service Ombudsman  (full contact set out on the right). We will adhere to the principles of good administration set out by the Parliamentary and Health Service Ombudsman.

You may also wish to contact your local Independent Complaints Advocacy Service (ICAS). ICAS supports patients and their carers who wish to pursue a complaint about any NHS treatment or care. Information about how to contact your local ICAS is on the right hand side of this page.

What we will do if we get it wrong

Although we aim to provide a high quality service, there are times when we get it wrong. When that happens we will do the following.

• Offer you an apology.
• Review the care we provided or the way we managed the incident and reflect on what happened in a way that helps us to learn from the experience.
• Use your experience to improve our policies and practice.
• Where appropriate, create a specific care plan, with the involvement and agreement of the patient involved.
• Explain what we have done to address the issues raised and prevent them happening again.
• Work closely with any other agency involved so that we can offer a 'joined-up' approach.

Additionally, if you have concerns regarding any of the services provided by the Trust you can contact the Care Quality Commission on telephone number 03000 616161 or email enquiries@cqc.org.uk. Further information about the Care Quality Commission is available at www.cqc.org.uk .  

The Trust would reassure that any contact with the Trust's Complaints Department will not adversely affect the service provided by Trust and any person raising a concern will not be treated differently.