Patient Experience Team (PET)

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1 Patient Experience Team (PET) We are here to help with: Comments Concerns Compliments Complaints Information for patients This leaflet can be made available in other formats including large print, CD and Braille, and in languages other than English, upon request.

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3 We welcome patient feedback such as compliments, comments or concerns. We recognise there may be times when you are not satisfied with the service you have received. If you wish to make comments or raise concerns you should speak to the ward or department staff, or you can ask to speak to the ward matron or person in charge. It may not be possible for staff to help you at that time as the wards and departments can be very busy with patients. However, they will look into your comments or concerns and get back to you as soon as possible. If you do not feel comfortable speaking to staff on the ward or department you may wish to contact the Patient Experience Team. How can the Patient Experience Team help me? If you have a concern, the team will: listen to your comments or concerns try to resolve issues as quickly as possible liaise with relevant staff on your behalf work in partnership with the professionals involved to aid a quick resolution. If you wish to raise a concern on behalf of a relative or friend we will need their consent (permission) in order to respond to you. Consent can be given verbally if the patient is still in hospital.

4 If staff have been unable to resolve your concerns informally you can proceed to a formal complaint. If you wish to make a formal complaint, it should be made within 12 months of the event, or as soon as you become aware you have cause to complain. All formal complaints will be acknowledged within 3 working days of receipt and following a full investigation you will receive a written response (reply) from the Chief Executive or a member of the Executive Team. Can I make a complaint on behalf of a relative or friend? Yes. Anyone can make a complaint but if it is about the care or treatment of another person you will need to have his or her permission. If the person is unable to give consent, or has died, a suitable representative can make the complaint on his or her behalf. Will my care be affected if I make a complaint? No. Please be reassured your care will not be affected as a result of you making a complaint. Any information you give will be treated in confidence and with sensitivity. Information about your complaint is kept separate from your healthcare record.

5 Where is the Patient Experience Team (PET)? The office is based at the University Hospital of North Tees. It is near the lifts in the main tower block (see diagram below). The Patient Experience Team is available to discuss your concerns in person Monday Friday, 1.30 pm 4.30 pm.

6 Contact numbers If you wish to submit your concern in writing please contact: North Tees and Hartlepool NHS Foundation Trust Patient Experience Team University Hospital of North Tees Hardwick Stockton on Tees TS19 8PE telephone: Monday Friday, 9.00 am 4.00 pm Messages can be left on the answering machine and will be picked up throughout the day. freephone: Mobile (can use text): Out of hours if you wish to speak to a senior member of Trust staff, please contact the hospital switchboard who will bleep the appropriate person: telephone: hours a day, 7 days a week North Tees and Hartlepool NHS Foundation Trust is committed to providing you with high quality health services and the best care and treatment possible and we are always looking to improve our services.

7 This time I know I ve quit for good. Your local NHS Stop Smoking Service will give you all the help you need when you re ready to quit

8 This leaflet has been produced in partnership with patients and carers. All patient leaflets are regularly reviewed, and any suggestions you have as to how it may be improved are extremely valuable. Please write to the Quality Assurance Team, University Hospital of North Tees or Further information is available from: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP telephone helpline: North East NHS Independent Complaints Advocacy (ICA) ICA is an independent organisation able to provide support and advice to anyone who wishes to make a complaint about their NHS treatment. ICA can be contacted by telephoning: or visit the website at: If you are not satisfied with the Chief Executive s response, after receiving the Trust s response, or need any further explanation, please contact the Patient Experience Team who will be happy to discuss the options with you. If, after all of the above, you are still not satisfied, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Parliamentary and Health Service Ombudsman is independent of the NHS and the Government and represents the last stage of the NHS complaints procedure. The Ombudsman s office can review formal complaints about the NHS that have not been resolved by the NHS organisation about which a complaint has been made. Data Protection and use of patient information The Trust has developed a Data Protection Policy in accordance with the Data Protection Act 1998 and the Freedom of Information Act All of our staff respect this policy and confidentiality is adhered to at all times. If you require further information please contact the Head of Communications. telephone: or University Hospital of North Tees, Hardwick, Stockton-on-Tees. TS19 8PE University Hospital of Hartlepool, Holdforth Road, Hartlepool. TS24 9AH Telephone: Fax: Corp/449.1 For Review Summer 2017

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