COMPLAINTS, COMMENTS AND CONCERNS

COMPLAINTS, COMMENTS AND CONCERNS Information Leaflet Your Health. Our Priority.

of 6 Introduction We aim to provide the highest possible standard of care for our patients. We want to hear your comments, concerns and complaints so that we can improve the services we provide. You should not, under any circumstances, be treated any differently because you have raised a concern or a complaint. Who can complain? Anyone can make a complaint. This includes patients, relatives, visitors and carers. However, we will need the patient s consent if you are complaining on their behalf. We are likely to waive the need for consent if the patient is under 16 years old or lacks capacity. What can I complain about? You can complain about any care, treatment or service provided by Stockport NHS Foundation Trust. If your care involves another hospital or a GP surgery we will share your complaint with them and ask them for comments. We will share their comments with you in our response. Normally, you must complain within a year of something happening. Sometimes, though, we can still resolve a concern even it is late. How to complain The first thing to do is speak to the person involved. This is likely to be a nurse, doctor, therapist or a member of our administrative staff. In many cases, it should be possible to sort out the problem straight away. How to make a formal complaint Sometimes it is necessary to make a formal complaint. You will need to put your concerns in writing and send them to our Patient and Customer Services Department. You can make a complaint by writing a letter, sending an email, visiting our website and choosing the contact us option, or by completing the section at the end of this leaflet. Please see Contact Us for the Patient and Customer Services team s contact details. What happens when I make a complaint? Your complaint will be reviewed by the complaints manager in the Patient and Customer Services department. A senior case officer will write to you within three working days to confirm we have received your complaint and tell you what will happen next. The case officer might ask you to complete a consent form.

of 6 Your complaint will be sent to the relevant department who will begin the investigation. Normally, the investigation will involve reviewing medical records and obtaining statements from the people involved. When will I receive a response to my complaint? Our Director of Nursing and Midwifery, Mrs J Morris, will write to you with our investigation findings. Your case officer will confirm when you can expect to receive a response. What happens if I am not happy with the response I receive? You can tell us what you are unhappy with and we will investigate further. You could also request a meeting with senior staff. The meeting will be an opportunity to discuss your concerns. It will be digitally recorded, with your consent, and you will receive a copy of the recording. Can anyone offer me assistance in making a complaint? There are a number of agencies which offer independent support for people who want to make a complaint about NHS services. They can help you to write a complaint letter and provide support during the complaints process. Stockport residents can contact NHS Complaints Advocacy Stockport on 0161 0161 989 0029 or by visiting www.stockportadvocacy.org.uk. Tameside residents can contact Healthwatch Tameside on 0161 667 2526 or by visiting www.healthwatchtameside.co.uk. Derbyshire residents can contact POhWER on 0300 200 0084 (charged at local rate) or by visiting www.pohwer.net. Residents of Manchester can contact Carers Federation ICAS on 0808 802 3000 or by emailing manchestericas@carersfederation.co.uk. I am still not happy. What next? If you remain dissatisfied then you have the right to contact the Parliamentary and Health Service Ombudsman. Normally, the Ombudsman will only review your complaint if you have given us opportunity to respond. Their details are: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank LONDON SW1P 4QP

of 6 Tel: 0345 015 4033 Contact us Please contact the Patient and Customer Services Department if you need more information. You can write to us at Poplar Suite, Stepping Hill Hospital, Stockport, SK2 7JE, telephone us on 0161 419 5678 or email pcs@stockport.nhs.uk. COMPLAINT FORM Your name: Your address: Your telephone number: The patient will need to complete the following section if you are complaining on their behalf, but not if they are under 16 or do not have capacity. Please speak to PCS on 0161419 5678 if you are unsure. Patient s name: Patient s date of birth: Patient s address:

of 6 I fully consent to Stockport NHS Foundation Trust disclosing personal medical information from my records with the person named above. This person is making a complaint on my behalf and I would be grateful if you would deal with them as if you were dealing with me personally as they have my full authority in this regard. Signed: Dated: Your Complaint Continue on a separate sheet if necessary

of 6 If you would like this leaflet in a different format, for example, in large print, or on audiotape, or for people with learning disabilities, please contact: Patient and Customer Services, Poplar Suite, Stepping Hill Hospital. Tel: 0161 419 5678 Information Leaflet. Email: PCS@stockport.nhs.uk. Our smoke free policy Smoking is not allowed anywhere on our sites. Please read our leaflet 'Policy on Smoke Free NHS Premises' to find out more. Leaflet number GEN20 Publication date July 2015 Review date July 2017 Department Patient and Customer Services Location Stepping Hill Hospital