If you do not wish to make a formal complaint but still want to raise a concern or ask for information. You can contact our PALS officer on: Freephone: 0800 02 82 037 Voicemail: (01803) 655838 e-mail: [email protected] what action we will take to prevent the issue you have complained about happening again. We will also offer you the opportunity to talk to a senior member of staff if there is anything that is not clear in our response. What if I am still unhappy? You can also get free and confidential support to make a complaint from: SEAP (Support Empower Advocate Promote) on 0300 343 5707. ICAS is not part of the NHS but can give you advice on how to make a complaint, support you in drafting letters and represent you or attend meetings with you. We will do everything we can to resolve your complaint. However, if you remain dissatisfied, you can ask the Health Service Ombudsman to investigate your complaint. They recommend you contact their helpline first to discuss your complaint on: 0345 015 4033 What will happen to my complaint? The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP We will acknowledge your complaint within 3 working days. We aim to provide a full response as quickly as possible and will discuss the likely timetable with you. If we need longer than originally thought to give you a full response, we will keep you informed of expected time frames. How will the Trust respond? When the investigation is complete, the Trust will write to you. This letter will reply to the points raised in your complaint and offer you an apology when things have gone wrong. If appropriate, we will explain Complaints/SDHCNHSFT/06.14/reviewdate 06.16 Or write to them at: If you would like to receive this information in a different format, such as large print or braille, or in another language, please contact the Patient Services Officer on; (01803) 655743 South Devon Healthcare NHS Foundation Trust (SDHFT) values your comments, good or bad, as these help us to improve our services. We want to know what you think Information on how to make a complaint or comment about our service We aim to deal with any comment, concern, complaint as quickly and efficiently as possible. If you are unhappy with the service you have received we will provide you with a timely and appropriate response to your concerns. If we need to carry out an investigation we will keep you informed about its progress and we will let you know the outcome. We will do all we can to provide support and information throughout the handling of any complaint you make. We will ensure we learn from your feedback and put in place any necessary improvements. We can assure you that the fact that you have complained will not affect your treatment. If your complaint also involves another part of the NHS or another organisation, following the appropriate consent we will work with them to ensure we handle your complaint effectively. How long do I have to make a complaint? Normally, this is within 12 months of the incident being referred to or you becoming aware of the incident. In exceptional circumstances, we may consider extending this time. Our experience is that it is difficult for staff to recall events a long time after they occur, so the earlier you contact us the better. Is there anything I cannot complain about? We cannot handle your complaint if South Devon Healthcare Foundation Trust has not provided or funded the service. Can I complain on someone else’s behalf? Yes, if: You have their written permission You are a parent or guardian of a young person under the age of 16 about whose care you are concerned You are the next of kin or close family friend of a patient who is not able to complain or who has died. How can I complain? The easiest and quickest way is to tell a member of staff involved in your care. They may be able to put things right straightaway for you. If they are not able to help, or if you prefer, you can ask to speak to the person in charge of the ward or department. Failing that, you can speak to the Patient Services Officer or Experience and Engagement Lead on; (01803) 655743 or 654850. Alternatively you may email: [email protected] Outside office hours you can speak to the On Call Manager through our main switchboard number on; (01803) 614567. If you wish to put your complaint in writing, you should write to: The Chief Executive South Devon Healthcare NHS Foundation Trust Torbay Hospital Lowes Bridge Torquay TQ2 7AA You can also use our website feedback form: www.sdhct.nhs.uk/haveyoursay/feedback Please be advised that we are unable to respond to complaints via an unsecure email address. To discuss this further contact the Patient Services Department. What details must I provide? Please give yours and the patients full name and address and as much information as possible about your concern, including places and times. This will enable us to investigate your complaint quickly and thoroughly. Can I get help with making my complaint? The Trust’s Patient Advice and Liaison Service (PALS) is available to provide information and support to patients and to their families and carers.
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