Complaints and Compliments

Transcription

1 Complaints and Compliments Patient Advice and Liaison Service (PALS) Comments, Compliments, & Complaints If you require this document in an alternative format, i.e easy read, large text, audio, braille or a community langauge please see the reverse of this document or contact: (Text Relay calls welcome) 1

2 Complaints and Compliments Sussex Partnership NHS Foundation Trust aims to provide timely, fair and proper treatment. However we recognise that occasionally things can go wrong and you may not be happy with the treatment you, a friend or relative has received. If you are not happy with any aspect of your care and treatment or service you have received you can make a complaint or a suggestion on how to improve our services. The Patient Advice and Liaison Service (PALS) If you are unhappy about something but do not want to make a complaint you can speak to our PALS Advisor who may be able to resolve your concerns informally. PALS can also support you through the complaints process or help you find an advocate independent of the Trust who can represent you and give you advice. Compliments Sussex Partnership welcomes compliments so examples of good practice can be shared across the organisation. Compliments can be sent to the Complaints Department. Who can complain? Anyone can make a complaint to the Trust if they are unhappy with any aspect of the services we provide. If you are making a complaint on behalf of someone else we will ask for their consent to reply to you due to patient confidentiality. 2 Complaints and Compliments

3 What is the time limit for making a complaint? You should make your complaint as soon as possible and not more than 12 months following the incident. This time limit may be extended if there is a genuine reason why the complaint could not be made sooner and as long as it is still possible for the Trust to investigate the complaint effectively and fairly. Will my complaint be kept confidential? Patient confidentiality is respected at all times however in order to fully investigate your complaint information from health records may have to be shared with clinical and managerial staff. Outcome of complaint The Complaints Case Manager will ask you what you want to happen as a result of your complaint. You may want: An apology Someone to explain what happened Some changes or improvements to be made To ensure the same thing does not happen again. 3

4 Complaints and Compliments How do I make a complaint? Local Resolution The easiest way to make a complaint is to speak to the person who is involved in your care. If you would prefer not to speak that that person the Complaints Team can provide details of advocacy services who can help you address your concerns. If staff have been unable to resolve your concerns locally and you wish to make a formal complaint you can: Write: Complaints Team, Sussex Partnership NHS Foundation Trust, Swandean, Arundel Road, Worthing, West Sussex, BN13 3EP Phone: complaints@sussexpartnership.nhs.uk 4 Complaints and Compliments

5 When will I hear from you? We will contact you within three days of receiving your complaint to acknowledge it, make arrangements to resolve and address your concerns and discuss timescales. It is helpful if you provide a daytime contact number for us to contact you. What if I m still not happy? If you are unhappy with our response and need further information you can ask for a meeting with a senior manager to discuss your concerns. Please contact the Complaints Department who can arrange a meeting for you. If you are still unhappy following Local Resolution you can ask the Parliamentary and Health Service Ombudsman to review your complaint. You should do this within 1 year of our final response to you. You can: Write: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP Phone: phso.enquiries@ombudsman.org.uk 5

6 Complaints and Compliments Where can I get more advice and help? The Independent Complaints Advocacy Service (ICAS) can help people make a complaint or express a concern about NHS services. They can write letters for you and attend meetings with you. The Complaints Team can provide you with details of your nearest Advocacy Service. Useful Contact Details Sussex Partnership Switchboard: Contact our Patient Advice and Liaison Service (PALS) for advice and information: Phone: PALS@sussexpartnership.nhs.uk 6 How to Complaints get touch and with Compliments our services

7 Name Address Postcode Complaints and Compliments Patient Advice and Liaison Service (PALS) Comments, Compliments, and Complaints To request a translation or alternative format, tick the relevent box on the reverse and send using the freepost address. Alternatively please phone: & NO STAMP REQUIRED Freepost RSHG-GEZL-RBBK Marketing and Communications Sussex Partnership NHS Foundation Trust Trust Headquarters Arundel Road Worthing BN13 3EP 7

8 Complaints Your medication and Compliments A brief guide for patients and carers British sign Language Easy Read Large print Audio Arabic Bengali Cantonese Farsi Urdu Braille Copyright 2014 Sussex Partnership NHS Foundation Trust Published and distributed by: Marketing and Communications Published: December Review date December 2016 Ref: Complaints and Compliments All information correct at time of printing Polish Portuguese Caso pretaenda a tradução, assinale a quadrícula. Preencha com o seu nome e morada, enviando este impresso para o endereço constante do verso. Não necessita de selo. Mandarin Russian & Sussex Partnership NHS Foundation Trust Trust Headquarters, Swandean, Arundel Road, Worthing, West Sussex BN13 3EP Main switchboard: Web: info@sussexpartnership.nhs.uk