Complaints Procedure

Appendix 5

COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the Doctors or any member of staff, whether employed, self-employed or sub-contracted, please let us know. We operate an Alliance complaints procedure as part of an NHS system for dealing with complaints.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like to know as soon as possible – ideally, within a matter of days or at most weeks because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Mrs Jan Matthews or any of the Directors. Alternatively, you may ask for an appointment with Mrs Matthews in order to discuss your concerns. We will explain the complaints procedure to you and make sure your concerns are dealt with promptly. It would be a great help is you are as specific as possible about your complaint.

What we will do

We should acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation. When we look into your complaint, we shall aim to:

  • Find out what happened and what you felt went wrong
  • Make it possible for you to discuss the problem with those Clinicians concerned, if you would like this.
  • Make sure you receive an apology, where it is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again.

 

Complaining on behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know you have permission to do so. A note signed by the person concerned will be required, unless they are incapable (because of illness) of providing this.

Complaining to the Health Authority

We hope that if you have a problem, you will use our Alliance Complaints procedure. We believe that this will give us the best chance of putting right whatever you feel has gone wrong and an opportunity to improve our services. This does not affect your right to approach the local Health Authority if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation. You may wish to contact the following department for further help.

The Patient and Customer Service Team (incorporating PALS) is a free and confidential service for patients and carers who can help answer any questions about your experience and can offer advice and support for you, your family, carers and friends.

Contacting the Patient and Customer Services Team

There are several ways in which you can contact the team. You can drop in at any of their offices for on-the-spot advice or support. Opening hours are Monday – Friday 9am – 4pm.

You can also write, telephone or email the Patient and Customer Services Team at one of their offices. When you call please ask to speak to a Patient and Customer Services team Officer:

Telephone on Freephone 0800 917 6039

Email PALS@porthosp.nhs.uk

Write to

Freepost RSGB-CJUS-YAXK

Portsmouth Hospitals NHS Trust

Patient Liaison and Advice Service

Health Information Office

Queen Alexandra Hospital

Southwick Hill Road

Cosham

Portsmouth

PO6 3LY

Please be aware you can complain directly to the Ombudsman (The Parliamentary and Health Service Ombudsman, Millbank Tower, Milbank, London SW1 4QP) for independent review.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

COMPLAINANT’S DETAILS:

 

NAME:

 

 

ADDRESS:

 

 

 

CONTACT TELEPHONE NUMBER:

 

 

 

PATIENTS DETAILS

(If different from above)

 

 

DATE OF BIRTH:

 

 

NAME:

 

 

ADDRESS:

 

 

 

 

 

SUMMARY OF COMPLAINT: (i.e. what is that you wish to complain about?)

 

 

 

 

 

 

 

 

 

 

 

 

 

FULL DETAILS OF COMPLAINT:

 

 

 

 

 

 

 

 

 

 

 

DATE:

 

 

TIME:

 

PLACE:

 

IDENTIFY MEMBER(S) OF STAFF

 

 

 

 

FULL DESCRIPTION OF EVENTS: (i.e. the facts and circumstances giving rise to the complaint)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

COMPLAINANT’S SIGNATURE ___________________________ DATE: _________________

 

WHERE THE COMPLAINANT IS NOT THE PATIENT

 

I _________________ hereby authorise the above complaint to be made and I agree that members of the Alliance staff may disclose (in so far only as it is necessary to do so to answer the complaint) confidential information about me, which I provided to them.

 

PATIENT’S SIGNATURE ________________________ DATE:__________________