n The Leeds Teaching Hospitals NHS Trust What to do if you have a problem, concern or complaint Listening, Responding, Improving
We want to improve the way we deliver our services, so that you feel satisfied with the care and attention you are given whilst visiting our hospitals. Sometimes things go wrong. If you tell us where things did not work so well, it will help us learn lessons and do things differently. If we don t know, we can t put it right. We also want to know where things have worked really well. From the feedback you provide we will work with our doctors, nurses and managers to improve the services we offer. Feedback can be submitted on line by following the links at: www.leedsth.nhs.uk/patients-visitors If you would like to receive this publication in other formats (large print, Braille or audio) or languages, please contact (0113) 206 6261 or email: patientexperience.leedsth@nhs.net Address Telephone Website Email 2
If you have a problem or concern If possible, tell someone as soon as you are aware of the problem, eg the matron, charge nurse, ward sister, doctor or receptionist. In many cases they will be able to sort out your problem straight away or provide information, clarification or advice to help you decide what to do next. The Patient Advice and Liaison Service (PALS) can also help and support you. The staff will be happy to listen to your concerns and to ask the appropriate member of Trust staff to contact you to talk through and resolve your concerns as quickly as possible. The PALS team will ask that someone contacts you within two working days of receiving your feedback. The member of staff who contacts you will be the doctor, nurse or manager best able to resolve your concerns as quickly as possible. PALS can be contacted in the following ways: (0113) 206 6261 patientexperience.leedsth@nhs.net What if I do want to raise a complaint? The Trust does have a complaints procedure. Please speak to a PALS officer who will assist you and talk through your options. You can either contact: The Chief Executive or Complaints Manager Trust Headquarters, St James s University Hospital Beckett Street, Leeds LS9 7TF patientexperience.leedsth@nhs.net Download a complaint form from the Trust s website www.leedsth.nhs.uk and submit it electronically. 3
If you choose to raise your complaint in writing, please be as specific as you can and describe what happened. Please include any helpful information such as your date of birth, hospital number/nhs number and a contact telephone number. If you are raising a complaint on behalf of someone else, we may require their signed consent in order to protect patient confidentiality. We will contact you if this is the case. The Patient Experience Team are happy to give help and advice if you are unsure whether or how to complain. (0113) 206 6261 You can call us using Text Relay if you are deaf or hard of hearing. When can I complain? Your complaint should be raised: Within 12 months of the event, or Within 12 months of you realising that you have something to complain about. This time limit may be extended, depending on circumstances as we treat each complaint individually. Please contact the PALS team for further information about your situation. 4
Will my complaint affect the care I am given? Our aim is to improve the care we give. No member of staff will treat you differently because you have complained. If you feel you have been discriminated against as a result of making a complaint, please contact the Patient Experience Team for advice. Compliments If you wish to share a compliment please contact the PALS team or the service you wish to compliment directly. 5
Can anyone else help? If you wish to seek independent information, advice, support or representation during the course of your complaint, Leeds Independent NHS Complaints Advocacy can provide this for you. 0113 244 0606 Lihca@advonet.org.uk www.advonet.org.uk If you live outside the Leeds area, you can contact your local agency for support and advice. Bradford Independent Complaints Advocacy Team 01274 750784 City of York York Advocacy (provided by York MIND) 01904 414357 North Yorks Cloverleaf Advocacy 01924 454875 East Riding Carers Federation 0808 8023000 What if I m still not happy? We will make every effort to try and resolve your concern. Come back and talk to us and we will support you in working out the next step for you. If you are not happy with the response you receive, please let us know as soon as possible. We can meet with you to discuss the matter further or carry out more investigation. For concerns that have been formally investigated by us this may include recommending that you 6
approach the Parliamentary and Health Service Ombudsman (PHSO) for help. The Ombudsman can review the way your complaint has been handled within 12 months of the final outcome. You can contact the Ombudsman by: www.ombudsman.org.uk phso.enquiries@ombudsman.org.uk 0345 015 4033 (Mon to Fri 8.30am to 5.30pm) The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP Other useful contacts PALS - non hospital general health care services provided outside hospitals in Leeds (eg GP, dentist). 0800 0525 270 PALS - Mental Health Services (Leeds) 0800 0525 790 Yorkshire Ambulance Service 0345 122 0535 Care Quality Commission (the independent regulator of health care services in England). CQC National Customer Service Centre Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA 03000 616161 www.cqc.org.uk 7
The Leeds Teaching Hospitals NHS Trust 4th edition Ver 2 Developed by: The Complaints and PALS Manager, Patient Experience Team Produced by: Medical Illustration Services MID code: 20151126_005/JG LN003745 Publication date 02/2016 Review date 02/2018