Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust

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1 Information about how to pay compliments, raise concerns or complain about services at Lancashire Teaching Hospitals NHS Foundation Trust This leaflet provides practical information on how you can provide feedback raise concerns and/or complain about services or conduct of staff at Lancashire Teaching Hospitals NHS Foundation Trust Excellent Care with Compassion

2 Compliments Lancashire Teaching Hospitals NHS Foundation Trust aims to provide the best healthcare possible and it is very rewarding for staff to receive recognition or acknowledgement of the level of service they have provided. Compliments or messages of support can be sent directly to the staff concerned or addressed to the Chair of the Trust. The address can be found at the back of this leaflet. 2

3 Suggestions Your feedback is important in helping to plan improvements to services at Lancashire Teaching Hospitals NHS Foundation Trust. We would appreciate any comments or suggestions which will help us when planning and improving our services. We receive a lot of comments and suggestions and therefore it is not always possible to respond but please be assured that we will take them into account. If you would like to have an even greater say in the running of your hospitals then you can apply to become a member of Lancashire Teaching Hospitals NHS Foundation Trust. For further information about membership please call the Foundation Trust Membership Office FREE on

4 Making a complaint Although we work hard to offer high standards of service and care, things can sometimes go wrong. Should this happen, we will do all that we can to put things right for you, and to make sure that the same thing does not happen again. We take all complaints very seriously and will look into each matter. We will then respond to you as quickly as possible. Talk to a senior member of staff If you have a concern about the care you have received, it is better to try and sort it out straight away. If you are an inpatient or visiting an inpatient, the best person to talk to is the Consultant or one of their team, the Ward Manager or Matron or the nurse in charge at the time. If you are an outpatient you can ask the staff at any reception area to put you in touch with a senior member of staff you can talk to. Patient Advice and Liaison Service If you have any questions, worries or concerns that have not been resolved by staff in the clinical area, you can talk to the hospital s Patient Advice and Liaison Service (PALS) which provides confidential support to patients, their families and visitors. You can telephone the PALS team: At Chorley and South Ribble Hospital on At Royal Preston Hospital on Or Alternatively you can visit the PALS office situated in the Outpatients area at the Royal Preston Hospital between 9-12:30 or 1-4pm What if I am not satisfied? If you are not satisfied with the response that you receive, you can make a formal complaint by: 4

5 writing to the Chief Executive or Customer Care Department ing If you are unable to put your complaint in writing, please contact the Customer Care Department by telephone and we will assist you to make your complaint. How to make a complaint You may find the following advice helpful if you are making a complaint: Try to make your complaint as soon as possible after the event. This makes it easier for everyone involved to remember what happened and helps us to answer your complaint quickly. Ideally, all complaints should be made within 12 months of the event or within 12 months from the date the subject of your complaint came to your notice. Please give as much relevant information as you can, including your name, address and date of birth. It also helps to include the name of the doctor caring for you, the ward name and your hospital or NHS number. If you are raising more than one concern, it helps to number each of the different points you are making. This enables us to make sure we answer all of your concerns. If you are complaining on behalf of someone else, we will usually require the patient to sign your letter confirming that they have given consent for us to provide you with written details of their care. There may be circumstances when it is not possible to gain their consent, in this case please explain why and we may need to seek consent from the next of kin. What happens next? The Customer Care Department co-ordinates investigations into all formal complaints received by the Trust about its services. 5

6 Written complaints will be acknowledged in writing within three working days after receipt. A Customer Care Case Manager, who will be responsible for co-ordinating the investigation in to your concerns will contact you explaining how your complaint will be managed. Please be assured that your current or future care will not, in any way be affected by you making a complaint. No record is made of your complaint within your medical records. However, if you ask us to include information in your medical records to prevent a reccurrence of the problem that you faced, we can do so. A member of the Customer Care Team may ask to meet you to discuss your concerns further or to seek clarification on the issues you have raised. We aim to provide a response from the Chief Executive within a reasonable timescale agreed with you. The timescale will depend on how complex your complaint is, who needs to provide their comments and whether other organisations are involved. In our reply, we will try to tell you what action we are taking to make sure the problem you raised does not happen again if that is applicable. We regularly review the complaints we receive and Lancashire Teaching Hospitals NHS Foundation Trust is committed to learning from the comments and the concerns our patients raise. What if I am still not satisfied? If we are unable to fully resolve your concerns at a local level, you can ask for an Independent Review of your complaint. The Parliamentary and Health Services Ombudsman will consider an Independent Review or request for one. It is an independent body established to promote improvements in healthcare and can be contacted at: 6

7 Millbank Tower Millbank London SW1P 4QP Tel: Further information about this process is available from the Customer Care Department at Lancashire Teaching Hospitals NHS Foundation Trust. Can I complain to the Parlimentary and Health Service Ombudsman in the first instance? The Parliamentary and Health Services Ombudsman requires that the Trust be given the opportunity to address or resolve your complaint before they will get involved. Is there anything that cannot be dealt with under the NHS Complaints Procedure? YES We cannot investigate complaints about private treatment. Private patients should address their concerns to their Consultant s private practice. However private patients can complain to Lancashire Teaching Hospitals NHS Foundation Trust if they are unhappy with 7

8 the treatment they received from NHS staff at our hospitals or our facilities. Complaints about other hospitals, GPs, dentists, the ambulance service or other care providers should be addressed to the organisations responsible for those services. However, if your complaint is about Lancashire Teaching Hospitals NHS Foundation Trust and one or more other responsible organisation then we will liaise with them and you will receive a joint response. Compensation Compensation cannot be offered under the NHS Complaints Procedure. For advice on compensation, please contact a solicitor. I need support to make a complaint If you would like help in making your complaint then you can contact the following people or services: Patient Advice and Liaison Service (PALS), Lancashire Teaching Hospitals NHS Foundation Trust PALS services are available at Chorley and South Ribble Hospital and Royal Preston Hospital. The contact details can be found on page 4 in this leaflet. Customer Care Department Lancashire Teaching Hospitals NHS Foundation Trust The Department s contact details can be found at the back of this leaflet. If you are not able to put your formal complaint in writing we can offer advice and assistance in submitting your complaint. n-compass Advocacy Service N-Compass is completely independent of the NHS. Their staff can also support you throughout the process. For assistance in making your complaint: Telephone: Text:

9 I want to write to the Chair or Chief Executive or contact the Customer Care Department Chair and Chief Executive If you wish to write a compliment or make a suggestion about the services we offer, please address your letter to the Chair, Lancashire Teaching Hospitals NHS Foundation Trust at the following address. If you wish to make a formal complaint, your letter should be addressed to the Chief Executive, Lancashire Teaching Hospitals NHS Foundation Trust or the Customer Care Department at the following address: Royal Preston Hospital Sharoe Green Lane Fulwood Preston PR2 9HT Customer Care Department The Department is open Monday to Friday 9am to 5pm. Contact Details: Customer Care Department Lancashire Teaching Hospitals NHS Foundation Trust Royal Preston Hospital, Sharoe Green Lane Fulwood, Preston, PR2 9HT Telephone no: Fax no:

10 Sources of further information Lancashire Teaching Hospitals NHS Foundation Trust is not responsible for the content of external internet sites. Please ask if you would like help in understanding this information. This information can be made available in large print and in other languages. Division: Corporate Directorate: Nursing Production date: February 2014 Review date: February 2017 LTHTR/Tr/2013may/51 Excellent Care with Compassion

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