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

What if you remain dissatisfied or you have further questions?

We will aim to provide a full resolution of your concerns. If you have further questions or require additional explanation, please submit these in writing to the Complaints Team who will liaise with the Lead Investigator for their review.

If you are dissatisfied with the response

Please write to the Complaints Team detailing your concerns using the contact details below, or contact the Chief Executive.

Telephone:  01332 787257 or 01332 783243

Request an independent review of your complaint

To request an independent review of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) (opens in new window) >