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