Whilst we endeavour to provide the best service we can to our patients sometimes patients’ carers, families and/or their representatives may have concerns about services provided and it is important that there should be a clear and effective Complaints Handling Policy and Procedure for such matters.
Complaints are handled on behalf of the Trust by:
The Complaints Department
The Queen Elizabeth Hospital
What if I have any comments, suggestions, complaints about my treatment?
If you are in hospital please speak to either Matron or Ward Sister in the first instance.
You may also request at any time to speak with your Consultant which can be arranged by the ward staff.
If you are at home and wish to discuss any problems or concerns you can telephone PALS (Patient Advice and Liaison Service) who will be able to advise you.
You may contact the Complaints Department on 01553 – 613890 for advice on the formal process.
Alternatively you may wish to email firstname.lastname@example.org
What if I want to write?
A complaint should be made as soon as possible after the incident has occurred but not later than 12-months after.
Note: If you are making a complaint on behalf of a patient please be aware of the following requirements:
- The patient must be aware the complaint is being made
- The patient should sign the complaint letter/form giving authorisation for an investigation and where necessary access to their medical records.
All letters should be addressed to The Complaints Manager at the address above.
Will my concerns be taken seriously?
Yes! All comments are valued because:
- They give us useful information to improve organisation learning
- They help us improve the services we provide
Will my treatment be affected if I complain?
Please be assured that the care you receive will not be affected at all. All complaints are treated confidentially and are filed separately from your medical records.
What will happen to my complaint?
- You will receive a written acknowledgement within 3-working days.
- You will be invited to discuss your concerns with the Complaints Manager either on the phone or face-to-face in order to resolve the issues or agree how the complaint is to be handled.
- If you do not take up the invitation to discuss your complaint with the complaints manager, a full investigation into your concerns will be undertaken in any event.
- You will receive a full reply within 30- working days or,
- A progress report because there has been unavoidable delay.
What if I remain dissatisfied?
You can write back to the Complaints Manager explaining why you are unhappy. You will receive a written acknowledgement, a further written response and an offer of a conciliation meeting if appropriate. A conciliation meeting is arranged by the complaints department and will involve the relevant senior members of staff. For the meeting to go ahead, you will need to complete a Meeting Terms of Reference form which will be sent to you from which the Terms of Reference for the meeting will be written and agreed by yourself prior to the meeting. If, following further investigation or a meeting you feel your complaint has not been resolved, the Complaints Manager will arrange a further meeting with the appropriate senior staff members. If this fails to resolve your outstanding issues you have the right to refer the matter to the Health Service Ombudsman for an Independent Review of your complaint.
The contact details are:
The Health Service Ombudsman
Telephone: 0345 0154 033
NHS Complaints Advocacy Service
POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint. Tel: 0300 456 2370. Email email@example.com. Website: www.pohwer.net/in-your-area/where-you-live/norfolk
Norfolk Elders Advocacy Alliance (NEAA)
NEAA are a citizen’s advocacy service available for people 55 and over. Tel: 01362 699261
Friends in Bereavement
If you have suffered the loss of a loved one Friends in Bereavement is a group of volunteers who can offer support. Tel: 01553 767331