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1 GIVING A COMPLIMENT, RAISING A CONCERN OR MAKING A COMPLAINT A Guide for Patients, Carers, Relatives and Visitors to the Trust to tell us what you think This document can be produced in large print, in Braille, on audio cassette and in other languages on request

2 Listening, Acting, Improving We value your comments and compliments about services provided by East Lancashire Hospitals NHS Trust (ELHT). Learning from your experience will help improve services for you and other people. While you are receiving treatment and care through the services provided by ELHT, the staff will make every effort to provide you with an informative, caring and satisfactory service with respectful and safe standards of care. Being Open East Lancashire Hospitals NHS Trust promotes a culture of being open to provide support to patients, carers, healthcare professionals and managers when things go wrong. If things go wrong you should expect to be involved with and informed of how your concerns are to be handled. Raising Your Concerns If you, your relatives or carers are worried about any aspect of your treatment or care, where possible ask to speak with the medical and nursing staff involved with your care as soon as your concerns arise. They want to help you and will try to resolve your concerns immediately. If you are not happy with their response, you could ask to speak to the Ward/Departmental Manager or Matron Making a complaint - Local Resolution If you feel your concerns have not been addressed adequately by local teams or you wish to proceed with involving Patient Advice and Liaison Service or making a complaint, the rest of this leaflet explains the process. If you are unable to make a complaint a relative, carer or friend can act on your behalf. We will require your consent to disclose information to someone representing you. It is important to make the complaint as soon as possible to enable us to deal with any complaints you have by carrying out a thorough investigation. East Lancashire Hospitals NHS Trust guarantees to ensure that a patient s current or future treatment will not be adversely affected by a complaint being made. The formal NHS complaint guidelines suggest that time limits to make a complaint are no longer than twelve months after an event. These time limits can be waived in exceptional circumstances and even if a complaint is out of time limits, we will consider each case individually. Our Standards East Lancashire Hospitals NHS Trust aims to provide you with a thorough response to your complaint; Our aim is to give you a full explanation on completion of our investigation; Your complaint will be acknowledged within two working days of receipt by the PALS/Complaints and Litigation Team; Investigations will be initiated within two working days of receipt; We will aim to give you a timescale for completion when we acknowledge your complaint. If your complaint is complex, we may require additional time to carry out the investigation, we will contact you to ask for extra time;

3 If any further delays occur we will keep you informed of progress. There are some things, which East Lancashire Hospitals NHS Trustt cannot deal with under the NHS Complaints Procedure. These include: Complaints about private treatment; Complaints about Local Authority Social Services; Events requiring investigation by a professional disciplinary body; Events about which you are taking legal action; Complaints about Primary Care Services (e.g. your General Practitioner, Dentist etc); Other NHS organisations Other NHS providers whose premises are on ELHTT sites However, there are occasions whenn your complaint may includee more than one organisation. In these cases we will always work in partnershipp p to resolve your concerns. What to do next If your complaint is detailedd or complex, pleasee write it down so wee can be sure that we understand all of your concerns and send to the address provided at the end of this leaflet. Tell us what your expectations are and your desired outcome (we will ask you about this when we acknowledge your complaint). What happens when we receive r your complaint? Receipt of your complaint will be acknowledgedd in writingg by a Member of the PALS, Complaints and Litigationn Team. The investigation will be undertaken by a seniorr member of staff. Care will be taken to keep yourr complaint and any information about you, confidential. You may be invited to meet with Trust staff to discusss your complaint and they will providee you with a detailedd explanation. You will receive a reply in writing from the Trust to anyy written complaint against the organisation. The stafff involved will do their best to resolvee any concerns youu have and take any necessary action to improve thee experience for others. Help to make a complaintt The Independent Complaints Advocacy Servicee (ICAS) can providee confidential help and support to assist you making your complaint; a local ICAS representative can also accompany you to meetings. If you feel you need assistance in making a complaint, ICAS can be contacted on: or If you are not happy with the outcome of the Local Resolution You may request to have your complaint considered forr an independent review of your concerns. For this, you need too write to the Parliamentary and Health Service Ombudsman (PHSO), indicating whyy you remain dissatisfied, at the addresss at the end of this leaflet.

4 The role of the PHSO is to provide a service to the public in which they undertake independent investigationss into complaints where the NHS appears to have not acted properly or fairly or has provided a poor service. In most cases the PHSO will not investigate a complaint unless it has already been made to the Trust and all options of local resolution have been explored. Listening, Acting, Improving We value your comments and compliments about services s provided by East Lancashire Hospitals NHS Trust (ELHT). Learning from your experience will help improve servicess for you and other people. While you are receiving treatment and care through the services s provided by ELHT, the staff will make every effort to provide you with an a informative, caring and satisfactory service with respectful and safe standards of care. Being Open East Lancashire Hospitals NHS Trust promotes a culture of beingg open to provide support to patients, carers, healthcare professionals andd managers when things go wrong. If things go wrong you should expect to be involved withh and informed of how your concerns are to be handled. Raising Your Concerns If you, your relatives or carers are worried about any aspect a of your treatment or care, where possible ask to t speak with the medical and nursing staff involved with your care as soon as your concernss arise. They want to help you and will try to resolvee your concerns immediately. If you are not happy with their response, you could ask to speak to the Ward/Depa rtmental Manager orr Matron If you have any further enquiries on raising concerns about the services provided by East Lancashire Hospitals NHS Trust, please do not hesitate to contact us. PALS: Helpline Complaints and Litigation: Tel: PALS/ Complaints and Litigation Governance Unit Park View Offices Royal Blackburn Hospital Haslingden Road Blackburn BB2 3HH Independent Complaints Advocacyy Service (ICAS) Tel: The Ombudsman can be contactedd at: The Health Service Commissioner forr England 11 th Floor Millbank Tower Millbank Londonn SW1P 4QP

5 Comment Sheet Pleasee use the space below to make any comments you wish. You can tell us about a problem you have had or just commentt on your care, good orr bad. My experience relates to: Hospital or Service: e.g. Royal Blackburn Hospital, Clitheroe Community Hospital, District Nurses Department: e.g. Outpatients, X-ray, Podiatry Comment If you would like an officerr to contact you about your comments please complete the boxes below Name Address: Postcode: Telephone: Pleasee return completed form to: PALS/Complaints and Litigation Team, Governance Dept, Park View Offices, Royal Blackburn Hospital, Haslingden Rd, Blackburn BB2 3HH or post it in the comments box on the blue boards inn the hospitals

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