The Trust aims to provide 5-star patient care and thus strives to meet the best standards for professional care whilst being sensitive to the needs of patients and staff. There are situations, however, when people feel that the standard of care they received did not meet their needs or expectations and will raise a concern.
Complaints and concerns provide valuable feedback to the Trust about patient and carer experiences. There are a number of staff in place, including the Patient Advice and Liaison Service (PALS) and the Complaints Department, who ensure that this is captured and managed appropriately, in line with national regulations and Trust guidance. The staff are also able to provide advice and support to teams and individuals in their own areas to ensure that the relevant Trust policies and procedures are followed.
Patients and carers that are unhappy with any aspect of their care are advised to speak to a member of staff on the ward or in the department they are being treated in as soon as possible. If they feel unable to speak directly to staff, then they are advised to contact PALS who will be able to assist. The team can also visit patients and carers on the ward if they are unable to visit the PALS office. Very often problems can be resolved straight away, so please contact PALS as soon as possible.
Assistant Director of Governance
Complaints Investigation Lead
Compliments, Complaints and Suggestions Leaflet