How we investigate your complaint
Read our step-by-step process on how we will investigate your complaints and concerns.
Receipt of your complaint
On receipt of your complaint, we undertake initial checks to ensure:
- We have the patient’s full details to enable us to identify the correct medical records
- The complaint is made within twelve months of the event
If we have a telephone number for you, we will attempt to contact you to discuss your concerns and the complaints process.
- We will acknowledge receipt of your complaint within three working days
- If required, we will request consent to disclose confidential information
- We will identify a Lead Investigator who will look into the issues raised
- We will discuss and agree with you how to respond to your complaint (in writing or by arranging a meeting)
- We will agree a timescale in which we will aim to respond to you
The complaint investigation
During the complaint investigation:
- A thorough investigation is carried out by the appointed Lead Investigator
- If any further information is required, the Lead Investigator will contact you directly to discuss this
- If we are delayed in our response, we will contact you to provide an update
The Trust's response
Investigation outcomes
Having completed our investigation we will provide you with a response either in writing or during a recorded complaint meeting. The Trust response will be accompanied by a covering letter signed by our Chief Executive, or a member of the Executive Team.
We aim to;
- Carry out an investigation and offer an explanation for what happened
- Offer an apology
- Learn from your complaint and take steps to put matters right
What we cannot do
The complaints process does not cover the following:
- Claims for negligence
- Disciplinary issues
Our assurance to you
- The Trust will take your complaint seriously
- Your complaint is not kept in your medical notes and will not affect your future care
- We value your opinion and are committed to learning from the feedback we receive