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Concerns & Complaints

Concerns - A concern will be dealt with informally; the Advice and Complaints Team (ACT) can advise/assist you on raising a concern. A complaint will formalise the issue. ACT will approach the areas concerned to gain a response. The investigation will be monitored to comply with any agreed timescales and in accordance with the Care Quality Commission and Parliamentary Health Service Ombudsman’s guidance.

When can I raise a concern/complaint?

If the views you expressed to Trust staff while at the hospital were not fully answered to your satisfaction you should try to raise your concern or complaint as soon as possible – normally for practical reasons a one year time limit is placed on the event. There are exceptions to these limits and if you have any specific queries please contact the Advice & Complaints Team (ACT).

What can I raise a concern/complaint about?

You can raise a concern, or complaint about any treatment or service provided by the Trust that you (or your friend/relative or carer) have received or are receiving. Please note the Trust cannot deal with concerns or complaints about other services such as private health care.

Who can raise a concern/complaint?

Anyone who has received treatment by the Trust can raise a concern/complaint. If you are unable to do this yourself, a carer, relative or friend can act on your behalf, but you must provide your permission.

Support

ICAS (Independent Complaints Advocacy Service) can help if you feel you have not had the service you expect from the National Health Service (NHS) and want to complain. http://www.seap.org.uk/icas/

Confidentiality

All concerns/complaints are treated as strictly confidential. Your health records may be seen by a number of Trust staff whilst dealing with your concern/complaint, but they will only have access to your records on a “need to know” basis. Any correspondence about your concern/complaint will be kept separate from your health records. It will in no way affect your care or treatment.

What if I am unhappy with the outcome?

If you remain dissatisfied with the response to your concern/complaint, you have the right to ask The Parliamentary & Health Service Ombudsman to review your case.

NHS Constitution - Information on your rights and responsibilities is available at www.nhs.uk/aboutnhs/constitution