Experiences count. We are here to listen.

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1 Experiences count We are here to listen

2 Experiences count Lincolnshire Partnership NHS Foundation Trust (LPFT) provides specialist health services for people with a learning disability, mental health, or drug and alcohol problem. We are constantly striving to put our service users at the heart of all we do. We are following a number of values to improve the quality and responsiveness of our care, develop more services based around prevention and challenge the stigma associated with mental health. We actively seek feedback about our services and recognise the right of people to comment on, or complain about any aspect of the service they receive. Please let us know if we have done something particularly well and we will keep doing it. The Trust wants to make sure that it is easy for anyone to make a complaint and to give feedback about how services can be improved. Service users and carers need to feel confident that making a complaint will not result in any reduction or loss in service. Complaints should be treated positively and where possible, leave service users and carers feeling satisfied with the way their complaint has been handled and confident that the Trust has learnt from their experience. Therefore, the Trust acknowledges the importance of an effective and efficient complaints procedure. Complainants should be enabled and encouraged to speak openly and freely about their concerns. They should be reassured that whatever they say will be treated with the appropriate confidentiality, sensitivity and care.

3 Local resolution The NHS complaints procedure covers complaints made by a person about any matter connected with the provision of service and care. Who can complain? A complaint can be made by a service user, or person affected or likely to be affected by the actions or decisions of the Trust, or by someone acting on behalf of the service user or person, with their consent. What is the time limit for making a complaint? You should normally complain within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about. However, the Complaints Manager has the discretion to waive this time limit if there are good reasons why you could not complain earlier.

4 To whom should I complain initially? You can raise your concern immediately by speaking to a member of staff (e.g. doctor or nurse) or by contacting the complaints team, where our advice and liaison officer may be able to resolve your concern without the need to make a more formal complaint to the complaints manager or Chief Executive. However, if you do want to continue with your complaint you can do this orally, or by writing (including ) to the Trust or our commissioning body, NHS Lincolnshire. You will be given the opportunity to discuss your complaint and agree the best way forward within an agreed time frame. You should also be kept informed of progress, especially if the agreed timescale is not going to be met. You can contact the Patient Advice and Liaison Officer at Lincolnshire Partnership NHS Foundation Trust by using the following contact details: Freepost RSAZ-SJHU-CKYK Complaints Team Lincolnshire Partnership NHS Foundation Trust Trust Headquarters Unit 8, The Point Lions Way Sleaford NG34 8GG Tel:

5 If you remain unhappy after local resolution you can complain to the health service ombudsman. The ombudsman is completely independent of the NHS and government. You can contact the ombudsman at: Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Where can I get further advice and help? All services and the complaints team at LPFT can provide advice, including details about local indpendent complaints advocacy services, please see our website for further details: The Independent Complaints Advocacy Service (ICAS) provides advice and support to people who want to complain about the NHS. Details are available at: or by calling , ing: co.uk or writing to: Unit 14, Evans Business Centre, Gateway Park, Roman Way, Lincoln, LN6 9UH. Total Voice Lincolnshire provides free, independent and confidential advocacy services in the county. You can call them on or them at Call NHS Direct on or your local Citizens Advice Bureau. The Department of Health s website also has information on the NHS complaints procedure:

6 Contact us Communications Team Lincolnshire Partnership NHS Foundation Trust Unit 9 - The Point, Lions Way Sleaford NG34 8GG T: E: Every effort has been made to ensure that the information in this leaflet was correct at the time of print. However, changes in law may mean that in time some details in this leaflet may be out of date. Anyone using our services will be treated with dignity at all times and their faith and cultural needs will be accommodated where practically possible. The Trust is fully compliant with the Data Protection Act and the NHS Code of Conduct Published by Lincolnshire Partnership NHS Foundation Trust - November 2011.

7 Comments and suggestions Please fill in this form to help us continue to provide quality services for people in Lincolnshire. Everything you say is welcomed. When you have completed this form you can hand it in to your local unit, or post it to the Patient Advice and Liaison Officer at: Lincolnshire Partnership NHS Foundation Trust Trust Headquarters Unit 8, The Point Lions Way Sleaford NG34 8GG Your name Your address Telephone number Home Work When is the best time to contact you?

8 What is your comment or complaint? If you have a complaint, how do you think we could put this right?

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