Comments, compliments and complaints

Transcription

1 Comments, compliments and complaints

2 02 Our commitment to engaging with the community We want to make sure we are open, honest and transparent commissioners of care. It is our intention to be truthful in all our dealings with you. We want you to freely share your compliments, concerns or complaints with us and we fully support you in doing so. We will encourage our staff and member practices to share information with us when they are concerned and we take all complaints seriously. T R U S T

3 03 Compliments and comments We appreciate all feedback recieved from patients, relatives, carers and the public. Your feedback helps us to understand what we are doing well and helps us to shape our services effectively. If you would like to share a compliment or comment with us then you can do so via the following methods: Compliments and comments: ccgcomments@blackpool.nhs.uk NHS Blackpool Clinical Commissioning Group Blackpool Stadium, Seasiders Way, Blackpool, FY1 6JX

4 04 [CONFIDENTIALITY] Any information you give us will be treated as strictly confidential. We may need to collect personal information from you in order to provide the best possible service. However, we will not give your personal details to anyone without your consent. You also have the option to keep your complaint confidential and anonymous and if this is your preference, please tell us. Does my complaint make a difference? Yes! We need to know when things go wrong. As a result of all complaints received and investigated, lessons learned are identified. Lessons learned highlight areas of improvement required and these are shared with relevant providers in order to enhance future patient care, quality and experience.

5 05 How will you deal with my complaint? We will contact you within three working days of receiving your complaint. We will then agree with you how we will look into your complaint and what you can expect. We will also propose a timescale for the completion of the investigation and resolution. After your complaint has been thoroughly investigated, we will send you a full written response from our Lead Officer. Will I be treated fairly? We understand that some people worry whether their treatment will be adversely affected because they have raised a complaint. Please do not worry about this. We also appreciate that those using the services we commission, have different needs and we want to make sure that you do not face any unnecessary barriers to raising a complaint. Staff will be happy to discuss this with you to ensure that you are not disadvantaged in any way.

6 06 Empowerment Support for you during the complaints process Empowerment provides a free advocacy and support service to people experiencing health and social care problems in the Blackpool area, including domestic abuse and dementia services. If you would like some help and support during the complaints process, you can contact the Independent Complaints Service at Empowerment for free, independent advice about the NHS complaints procedure. Empowerment contact details are: (local rate calls) admin@empowermentcharity.org.uk

7 07 Healthwatch Blackpool Healthwatch is the consumer champion for health and social care. It is an independent organisation, helping to strengthen the collective voice of our local community and is there to listen to any concerns you may have. Healthwatch contact details are: (local rate calls) Healthwatch Blackpool, c/o Empowerment, 333 Bispham Road, Bispham, Blackpool, FY2 0HH

8 08 I have a complaint about Blackpool Teaching Hospitals NHS Foundation Trust The Trust has a dedicated Patient Relations Team to deal with all queries and concerns relating to the services it provides. The Patient Relations Team will make sure that your complaint or concerns are dealt with quickly and efficiently by working with other hospital departments and the Trust s external partners. Patient Relations Team contact details: Chief Executive, Blackpool Teaching Hospitals NHS Foundation Trust, Blackpool Victoria Hospital, Whinney Heys Road, Blackpool, FY3 8NR

9 09 What if I am unhappy with the way in which the NHS has handled my complaint? You can ask the Parliamentary and Health Service Ombudsman to consider it further. The Health Service Ombudsman contact details are: (The helpline is open 8.30 am to 5.30 pm Monday to Friday) phso.enquiries@ombudsman.org.uk The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

10 Your voice counts We are always keen to hear about your experience as a patient, a carer or member of our local community. We appreciate all feedback received and we use this to improve the services we provide to our community. If you would like this leaflet in a different format, for example, large font, braille or a different language, please contact: ccg.admin@blackpool.nhs.uk Tel: