A complaint can be made by anyone who is affected by the actions or decisions of the Trust. If you are complaining on someone else's behalf, we will need to check with them that they are happy for us to respond to you.
If you are unhappy about something, then it is always best to make your complaint as soon as possible and not more than 12 months after the incident or issue occurred. This time limit may sometimes be extended if there is a genuine reason why you could not make the complaint sooner.
To fully investigate your complaint, we may need to share some information from your medical records with clinicians and managers who work at the Trust. We respect patient confidentiality at all times.
The best way to make a complaint is to speak to a member of staff who is involved in your care. If you do not feel comfortable talking to someone directly, you can ask for someone independent to help you. The complaints team can tell you more about this.
If staff have been unable to resolve your concerns and you want to make a formal complaint you can contact the Trust's Chief Executive or Complaints Department:
We will contact you within three days of receiving your complaint to acknowledge it and make arrangements to deal with it. It is helpful if you could provide a daytime phone number for us to contact you. We will discuss with you how long it will take to respond to your specific concerns.
If you are unhappy with our response and need further information, you can ask for a meeting with a senior manager to discuss your concerns. Please contact the Complaints Department who can arrange a meeting for you.
We hope a meeting will resolve any concerns. If you still feel that they have not been resolved please contact the Complaints Department who can discuss further options available to you under the NHS Complaints Procedure.
You can ask the Parliamentary and Health Service Ombudsman to investigate your complaint. You should do this within six months of our final response to you. You can write to them at:
Your local NHS advocacy service can help you with your complaint. They can write letters, attend meetings with you, and provide interpreters if needed. They can also provide independent mental health advocates.