The Patient Experience Team (PET) We will respond to your Compliments, Comments and Complaints

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1 Further information about Patient Experience Team is available on the trust s website: Patient Experience Team Contact Details: PatientExperienceTeam@northstaffs.nhs.uk Working to improve the health and wellbeing of local communities This booklet has been developed by North Staffordshire Combined Healthcare NHS Trust Patient Experience Team. If you have any comments about how we might improve it, please contact the team on the following number. Further copies can be obtained from the team on FREEPHONE North Staffordshire Combined Healthcare NHS Trust, Harplands Hospital, Hilton Road, Stoke on Trent, ST6 6TH. Version 6, April Listening, Responding and Improving The Patient Experience Team (PET) We will respond to your Compliments, Comments and Complaints

2 Listening to you Whatever your enquiry, compliment or complaint, you can contact our Patient Experience Team by: Freephone: Freepost: FREEPOST RSRS YTLU-UBBY North Staffs Combined Healthcare NHS Trust Patient Experience Team Harplands Hospital Hilton Road STOKE ON TRENT ST4 6TH The Info-point FREEPHONE near Harplands Hospital reception has a direct line to our PALS & Complaints team. PatientExperienceTeam@northstaffs.nhs.uk Members of the team are there to listen and respond to your request, problem, question or complaint. They will also listen to your comments and compliments, too. The team is usually available between 9am and 5pm, Monday to Friday. In addition, you can leave a message on an answer-machine outside office hours. Other PALS in North Staffordshire Our team will put you in touch with PALS at other NHS trusts if the help you need is to do with other parts of the NHS rather than Combined Healthcare Trust. Staffordshire & S-O-T Partnership North PALS: (Freephone) Staffordshire & S-O-T Partnership South PALS: / University Hospital of North Staffs PALS: or Commissioning Support Services (Stoke & North Staffordshire): (Freephone) West Midlands Ambulance Service PALS: / Information available in other formats The information in this booklet can be made available to you in another language, large print version, words and pictures, in Braille and audio formats, contact our team on Further copies You can order additional copies of this publication from the Patient Experience Team and Complaints team on the above number. North Staffordshire Combined Healthcare NHS Trust, Version 6, April

3 Beth Johnson Foundation The Advocacy and Dementia Project offers specialist advocacy for older people with dementia. Beth Johnson Foundation also provide advocacy for carers to help support their role. Tel: Disability Solutions West Midlands Offer free and impartial advice on all issues relating to a disability, including transport, welfare, employment, equipment and aids to independent living, as well as personal health budgets. Tel: North Staffs Carers Association Provides information, training and ongoing support to informal, unpaid carers of all ages, in the most appropriate way. The essence of North Staffs Carers Association is to care about carers. Tel: North Staffs Users Group A pressure group for people in North Staffordshire who have personal experience of mental distress or illness. We work together to try to get the best local mental health services. Tel: Foreword by the Chief Executive North Staffordshire Combined Healthcare NHS Trust hen you use our services W it is at a time when you need healthcare, such as medical treatment, nursing or therapy. But there are also times when you might need other types of help. This new booklet tells you how we will help: When you have questions about your healthcare If you need information about our services or other health-related issues By putting you in touch with other helping agencies, such as support, advice and advocacy organisations. By listening and responding to concerns about your healthcare or that of a relative or loved one. It also tells you about the NHS complaints regulations and how we will respond to any issues you may wish to raise with us. Making a complaint is never easy it can be especially difficult when you are in our care or anticipate using our services again in the future. We want to make sure you know how best to go about raising a Caroline Donovan Acting Chief Executive concern and reassure you that making a complaint will not adversely affect or jeopardise your current or future treatment or that of a loved one or relative. Over the page we also describe how you can help us by telling us what is good about what we do or what we might do to improve services. Combined Healthcare is keen to listen and respond to your questions, requests, comments and concerns. We value your feedback and point of view. Caroline Donovan Acting Chief Executive 3

4 Listening to you Members of our team are always ready to listen to your views, compliments or comments on any aspect of our services. What you tell us will be noted and passed on to appropriate colleagues, whether it is positive or negative. If you would like to get more involved in helping us improve our services, members of the Patient Experience Team will be happy to discuss opportunities with you and provide you with support to get involved if you wish. There are also a number of support and carer groups/ organisations which the Patient Experience Team could signpost you to. We re here to help The NHS is a large and complex organisation providing a broad range of services. Sometimes, people using the NHS feel bewildered by it when they may also feel vulnerable and anxious. Throughout the NHS in England, Patient Advice and Liaison Services (PALS), provide patients and the public with on-the-spot help. PALS help by providing information and guidance and by quickly sorting out people s concerns before they become problems. Combined Healthcare expects all its staff to be helpful in these ways so you may wish to ask a member of your care team, like a doctor or nurse. If they are unable to help you, we expect them to introduce you to a colleague who can, or put you in touch with our Patient Experience Team (PET). See page 2 for contact details. Complaints about the use of Mental Health Act If your complaint is about the use of powers or how duties are carried out under the Mental Health Act, you can complain directly to the Care Quality Commission (CQC). Complaints can be made by anyone patients, staff or any member of the public. Powers and duties carried out under the Mental Health Act cover a wide range of services, including receiving care while detained in hospital, or while on a guardianship or community treatment order. If you ask the CQC to investigate a complaint, they will usually ask you to complain to the service provider before they consider an investigation themselves, however, they can support you with this. CQC Mental Health Act Citygate Gallowgate Newcastle upon Tyne NE1 4PA Phone: Local agencies that can help In addition to our Patient Experience Team and NHS Advocacy Service, there are other agencies that can help if you need information or advice such as. Asist (Advocacy Services in Staffordshire) An independent charitable agency specialising in advocacy services for people with disabilities and mental health issues. Advocates help people to make sure their voice is heard in relation to the issues and decisions which affect their lives. Asist is the commissioned provider of the Independent Mental Health Act Advocacy Service (IMHA) and Independent Mental Capacity Advocacy Service (IMCA), providing advocacy services for people subject to the Mental Health Act or Mental Capacity Act. Tel:

5 Being open with you when things go wrong Being Open is a National Health Service Policy setting out what we will do if something goes wrong when a patient is in our care. It was devised by the National Patient Safety Agency (NPSA) to support openness, honesty and transparency in our communications when dealing with patient safety incidents in healthcare. The Trust has a Being Open Policy, which hopes to establish improved systems to analyse the causes when things go wrong, and ensure effective communication. An information leaflet on Being Open is available on request from the Patient Experience Team, and can also be made available in another language, large print, Braille or on audio cassette tape. NHS Choices/Patient Opinion The Patient Experience Team regularly monitor NHS Choices website for any feedback left about our services. We are also registered with Patient Opinion website. If you feel unable to contact us directly, you can review our services via the following websites, and we aim to view your comments, investigate any issues raised, then provide feedback about any changes or learning that has happened as a result of your comments. Members of the team can arrange to meet with you if desirable, either in our offices, in your home or on a ward if you are an in-patient. Communication support can also be arranged on request if required. Staff in the Patient Experience Team are impartial and are there to help you, whether it is with a question, a problem or if you wish to tell us your views. They will help you with issues relating to any of our services and talk you through the various options available to you if you are unhappy with the service you are getting. Patient Advice and Liaison Service (PALS) We will provide up-to-date and accurate information about our services as well as a variety of other health information. We can tell you about other organisations that can help you, such as support groups, and can put you in touch with them if you wish. Our staff will help with problems that you haven't been able to resolve with care staff on a ward or in a clinic. Sometimes, it is easier talking to someone outside of the service you are using rather than staff who are looking after you or your relative. Our team of PALS and the Patient Experience Team will do their best to help you. If we cannot resolve your concerns within one working day then the way in which the trust will respond to you will be considered on an individual basis and in line with the NHS and Social Care Regulations (2009), see next page for further details. 5

6 Making a complaint On this page, you can find out more about the complaints regulations and how we will: Listen Respond and Improve when someone makes a complaint. On pages 10, 11, 13 and 14 you can find out about organisations that can provide free help to you if you think things have gone wrong and want independent support in making your complaint. Sometimes people feel let down by the NHS. They might think that the service, care or communication with them has not been satisfactory. In the first instance, Combined Healthcare encourages you to raise your concerns with relevant staff within the service you are receiving, such as a ward manager, doctor or nurse. But if you remain unhappy after doing so, or prefer to raise your concerns through the Patient Experience Team from the outset, we will do our best to resolve them with you quickly and effectively. The most important aspects of listening to your complaint are: making sure we understand your concerns fully seeking agreement with you about what you want to happen as a result of making your complaint. Serious or complex complaints and concerns that take more than one working day to resolve, will be subject to the regulations set down by Parliament, the Local Authority Social Services and NHS Complaints (England) Regulations However, this would be discussed on an individual basis and taking into account you wishes. We will do our best to reach agreement with you about how we can help resolve your particular concerns. If you would like to find out more about POhWER, contact: POhWER PO BOX Birmingham B6 9BL Helpline: Fax: Minicom: Website: Skpe: pohwer.advocacy (8am to 6pm Mon to Fri) Text: send the word pohwer with your name and number to

7 Getting help from NHS Complaints Advocacy provided by POhWER NHS Complaints Advocacy is provided in the West Midlands by POhWER. It is free, independent and confidential. POhWER Advocates can help if you are considering making a formal complaint. They can: Support anyone to make a complaint about the service, care or treatment provided to you by the NHS Support you to make a complaint on someone else s behalf, including if someone has died Listen to your concerns Signpost you to the right organisation in the right area Answer questions about the complaints procedure and explain your options Provide a step by step guide to the complaints process and some tips Provide you with a POhWER advocate Support a young person under 16, if they have capacity to reach their own decision. If a child does not have capacity, only a parent or guardian can complain on their behalf. What NHS Complaints advocacy cannot do: Usually work on complaints that are over 12 months old, unless you have only just found out that you have good cause for complaint, or have some other good reason for not complaining sooner Investigate complaints Give legal advice Give medical advice Provide counselling Help with issues not covered by NHS Complaints Regulations, such as privately funded treatment, personnel matters, such as getting staff disciplined or contractual matters Help with legal action and matters relating to compensation Provide a secretarial service. How to make a make a complaint. A complaint can be raised in writing or verbally, see contact details on page 2. When you make a complaint we will: Acknowledge all complaints within 3 working days. Make a written record of your complaint, and provide you with a summary of your concerns. When we contact you about your complaint we will offer to discuss with you how best we can resolve or investigate your complaint. This might be by phone or at a meeting. The purpose of the discussion will be to identify what the concerns are and how best they might be resolved. Sometimes complaints can be resolved through providing an explanation and apology or taking actions to put things right. Depending on the complexity of the issues, we will seek to agree with you a reasonable timeframe within which to look into and resolve your complaint. What can you complain about? The regulations cover any matter connected with the provision of NHS services. There are some restrictions but we would let you know if your complaint is not suitable for consideration under the regulations. Who can complain? A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of the trust. A complaint can also be made by someone acting on behalf of a patient or person, with their consent. If your complaint relates to services provided by organisations in addition to our own, which are also covered by the complaints regulations, we will seek to agree with all parties on how best the overall complaint can be addressed. 10 7

8 Who should I complain to? You can raise your concerns immediately by speaking to a member of staff, such as a doctor, nurse, therapist, or manager. Ward and community staff are empowered to try to resolve your concerns quickly and effectively. However, if you are dissatisfied with their response or prefer to speak to our team from the outset, you can contact the Patient Experience Team. The team can be contacted by telephone, letter or . Please see inside the front cover for details. What is the time limit for making a complaint? You should normally make your complaint within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about. Complaints managers in NHS organisations have discretion to consider longer time periods subject to the circumstances. Please get in touch with us if you are not sure. Investigating complaints If it is agreed that your complaint requires us to carry out an internal investigation, we will: Investigate the complaint in a manner to try to resolve it quickly and effectively. Keep you informed of the progress of the investigation as far as practical. Responding to your complaint. On completion of an internal investigation we will write to you with our response, which will include: A summary on how we have looked into the complaint What conclusions we have reached If we think we need to take remedial action as a result we will let you know what actions and when they are likely to be carried out. We will also let you know what you can do if you are not satisfied by the response, including details of how to contact the Parliamentary and Health Service Ombudsman. Alternatively, you have the right to complain about aspects of our services directly to your local Primary Care Trust if you prefer. Our Patient Experience Team can advise you on how you contact them. What you can do if you are not satisfied Our aim is to resolve as many complaints as possible as soon as possible. If we have written to you to say we feel we have done all we can to resolve things but you are still not satisfied, you are entitled to contact the Parliamentary and Health Service Ombudsman. We will provide further details at that time but you can find out more about the Ombudsman here. The Ombudsman The Parliamentary and Health Service Ombudsman carries out independent investigations into complaints about unfair or improper actions or poor service by UK government departments and their agencies, including the NHS. The Ombudsman works to put things right where they can and shares lessons learned to improve public services. It is a free service open to everyone but you cannot ask them to look into your complaint unless we have failed to respond satisfactorily having exhausted the procedures described above. If you are unsure about what to do next after we have responded to your complaint, or would like further help and advice, then please contact the Ombudsman s Helpline on or visit 8 9

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