Comments, compliments and complaints

Transcription

1 Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS) Comments, compliments and complaints Patient guide

2 Patient satisfaction comments & compliments We hope you re delighted with the care you receive at Greater Manchester NHS Clinical Assessment & Treatment Service (GM CATS). If there is however, anything big or small you wish to comment or compliment us on, please share it with a member of our team. We take our patient satisfaction seriously at GM CATS and we aim to keep our service the best it can be by regularly asking patients like you about your experience. If you get chance at your appointment, please take a moment to complete our satisfaction survey. If you feel we have let you down at all throughout your patient experience, don t be afraid to tell us straight away. Speak to any member of staff or manager as it can often be something that we can quickly resolve or action. You can also provide feedback to the staff at the Patient Management Centre, who are available on between 8am and 8pm Monday to Friday and 10am to 4pm on Saturdays. In the unlikely event that you want to make a complaint, you can do this verbally or in writing (including ). We will respond to your concerns, considerately, quickly and as effectively as possible in line with the NHS Complaints Regulations (2009). We do take your feedback very seriously and will (where the regulations and guidance allow us to do so) investigate all concerns and complaints from patients or their families. 3

3 Making a complaint local resolution Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. Complaining on behalf of someone else Please note that we keep strictly to the rules of confidentiality. You can let us know you are unhappy and make a complaint: In person at your appointment or by telephone ask to speak to a senior person and / or manager. In writing (including ) some complaints are easier to explain in writing Please give as much information as you can and send to: Customer Care Manager Patient Management Centre Greater Manchester NHS CATS 3rd Floor 111 Piccadilly Manchester M1 2HY or customercare.gmcats@nhs.net We shall contact you within three working days of receipt to discuss how you would like the complaint taken forward and investigated. We will also agree with you a timescale within which our response will be sent. The response will tell you how the complaint was investigated, the evidence considered, the conclusions reached and any actions taken. It may be helpful for you to meet with a Manager and a Clinician to discuss your concerns; if this is the case arrangements will be made for this to happen at a convenient time. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. We will require their written permission unless they are unable to provide this. Internal review If you are unhappy with the response you receive from the Manager you can write to the Managing Director of Health Care for Care UK and request an internal review (contact details will be provided in the response letter to you). Only information relevant to the complaint will be disclosed. If the patient does not want any information from their health records to be disclosed, this might affect the extent to which we can investigate and respond to your complaint. You can expect an impartial and objective re-investigation into your complaint by a member of the Managing Director s team. The investigation will also review how your complaint was handled at the local stage. 4 5

4 The Parliamentary and Health Service Ombudsman (PHSO) NHS complaint procedure If you are dissatisfied with the outcome of your complaint you may request an external review of your complaint, from the Parliamentary Health Service Ombudsman (PHSO). The Ombudsman would generally only agree to review a complaint if they feel you have exhausted all attempts to directly resolve your complaint with us. You can contact the Ombudsman helpline for advice on You could also write to the ombudsman at: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank, London SW1P 4QP Or visit their website at Further information and details of the NHS complaints procedure is available on the NHS website If you require information about NHS services in your area you may wish to speak to your local Clinical Commissioning Group (CCG). You can find more information and CCG contact details at www. nhs.uk. Independent Complaints Advocacy (ICA) If you require support when making a complaint, you can also contact the Independent Complaints Advocacy (ICA) run by the Carers Federation, on You will find further details through their website 6 7

5 This leaflet is available in other languages. Please contact to request a copy. Copies of all documents and information can be found at This document is available in other languages upon request Dokument ten jest na życzenie udostępniany w języku polskim. Write to us Patient Management Centre Greater Manchester NHS CATS 3rd Floor 111 Piccadilly Manchester M1 2HY Tel: generalenquiry.gmcats@nhs.net HC289 Aug.14 (2797)