PATIENT ENGAGEMENT GROUP (PEG)
COMPLAINTS & SUGGESTIONS
How to make a complaint
We take feedback and complaints very seriously and do our best to use the information to improve the services we provide. You should be treated with courtesy and respect at all times by our staff and making a comment or complaints about services will not prejudice the care that you or your relatives are given.
Contact us at:
Feedback and Complaints Manager
Who can provide feedback and/or complain?
Someone acting on behalf of the patient with their written consent
Anyone affected by the actions of an NHS body
What can’t be dealt with in this process?
Complaints about privately funded healthcare
A matter that has already been investigated
Matters relating to the Freedom of Information Act or the Data Protection Act
A matter that may compromise any legal proceedings or police investigation
A complaint made by a health organisation about another health organisation
Complaints about employment or contractual issues with the NHS
How to complain
If you have a complaint or concern the quickest way to resolve it is to speak to the manager of the service. If they can resolve the problem straight away they will do so. You can contact the Complaints Manager by telephone, e-mail or letter (details above).
When to complain
Make your complaint as soon as possible, while memories are still fresh. Usually we will only deal with complaints made within 12 months of the event you are complaining about or within 12 months of finding out that you had something to complain about. This time limit may be waived if there are good reasons why you were not able to complain earlier and if it is still possible to carry out an effective investigation.
What to include when making a complaint
Your name, address, e-mail (if possible) and telephone number
The full name, address, e-mail (if possible) and telephone number of the patient concerned
If you are not the patient, written permission from the patient for you to take up the complaint on their behalf (a signature on the letter is acceptable)
A summary of what happened with the dates if possible
A list of questions that you would like answered
What you want to happen as a result of your complaint
Permission for us to copy the complaint to the people who need to take part in the investigation
What will happen next?
We will investigate your complaint as quickly and effectively as possible. We will acknowledge receipt of your response within three working days of receiving your complaint. We will keep you informed about the process of our investigation. When we have completed our investigation we will let you know our findings and any improvements that have already been made or will be made as a result of your complaint.
We hope that we can resolve your complaint at this stage. If you are not satisfied, contact us and we will discuss with you what else we might be able to do. If you continue to be unhappy with the outcome of your complaint, you can ask the Health Service Ombudsman to review your complaint.
Who can help you make a complaint?
seAP (Support, Empower, Advocate, Promote) is an independent charity that specialises in the provision of advocacy and related services. One service they is IHCA (Independent Health Complaints Advocacy). IHCA will provide you with a Self Help Information Pack to help you make a complaint about your care or treatment using the NHS Complaints Procedure. You can choose to make your complaint with, or without, the support of an advocate. Your decision may depend on how confident you feel about starting the complaints process and the complexity of your case.
You can contact IHCA at the address below:
PO Box 375
Telephone: 0330 440 9000