Complaints Concerns Advice and Compliments and carers...can go wrong and you might not be happy with...
12
Page 1 Complaints Concerns Advice and Compliments
Transcript of Complaints Concerns Advice and Compliments and carers...can go wrong and you might not be happy with...
Page 1
ComplaintsConcerns Adviceand Compliments
Page 2
The Patient Experience team is here to:
• Listentoyourconcerns
• Listentoyoursuggestionsandfeedback
• Helpsortoutproblemsquickly
• Useyourfeedbacktoimproveservices
• Provideadviceonhowtomakeacomplaint
Page 3
Why we welcome your views Our staff will do whatever they can to make sure all service users receive appropriate and effective care and treatment. However, sometimes things can go wrong and you might not be happy with the treatment you, a friend or a member of your family, or someone you care for has received. Your complaints help us to understand our services from a service users point of view. This helps us assess and improve the quality of care and treatment for all service users working with local authorities, external agencies, service users, their representatives and carers. If you are not happy with any aspect of NHS treatment, or any other matter connected with the service you receive, you can make a complaint or a suggestion to improve services. If we have made a mistake, we want to know about it as soon as possible, acknowledge it and resolve your concern quickly and learn from it.
ComplimentsBarnet, Enfield and Haringey Mental Health NHS Trust (BEH) welcomes compliments and suggestions which will be recorded so that good practice can be identified and shared across the Trust. Compliments can be forwarded directly to the service or to the Patient Experience Team.
Telling us your concerns or making an informal complaintOften, if you talk informally to the staff on the ward or in the clinic or service, they can deal with your concerns quickly. The staff and service managers are best placed to deal with your immediate concerns. If you are happy with the outcome you are given, further action may not be needed.
However, if it is not resolved you may ask the member of staff to refer you to a more senior person on duty. If your concern is not addressed at this stage they may refer you to the Patient Experience Team which consists of:• Patient Experience Advisor• Patient Experience Managers• Head of Patient Experience• The Director of Nursing and the Chief Executive who responds to all
formal complaints The Patient Experience Team can provide on the spot help to resolve concerns quickly and efficiently by giving support or by liaising with Trust
Page 4
staff and managers. For contact of the Patient Experience Team, please see the back of the leaflet.
Making a formal complaint?If you are unhappy with any aspect of the service you have received, you should complain as soon as possible. Complaints should normally be made within 12 months of the date of the event that you are complaining about, or as soon as the matter first came to your attention. However, the time limit can sometimes be extended where it would have been difficult for you to complain earlier and where it is still possible for us to carry out an effective investigation.If you wish to make a formal complaint you should email or write to the Patient Experience Team. Alternatively you may write to the Chief Executive. The Patient Experience Team will acknowledge your complaint in writing within three working days of receiving it. Before you make a complaint, it is important to think about what you would like to happen as a result of your complaint and include this in your letter. You may want:• An apology• Someone to explain what has happened• Some changes or improvements to be made • To make sure people recognise their mistakes • To make sure the same thing does not happen again
Raising a formal complaint verballyIf you prefer, you can discuss your complaint with the Patient Experience Team by telephone or in person. If you do so, you will receive a acknowledgement of your verbal complaint which you will have an opportunity to review with a Patient Experience Mananger or the appointed investigator.
However the complaint is made, if you are complaining on behalf of a service user and the complaint is about the Trust’s treatment and care of that person, we will need their consent for us to disclose any personal information to you. Without this consent a delay may occur and the final response maybe limited.
Page 5
What happens after we have received your formal complaint?The Patient Experience Manager will send your complaint to the senior manager of the service. They will appoint an investigating officer who should not be part of the management team of the ward or service you are complaining about. The investigating officer will contact you and may invite you to meet in person to discuss your complaint or if you are an inpatient, the investigating officer will visit you on the ward.
You will receive a full response to your complaint from the Chief Executive. We aim to respond within 25 working days, however it may take longer to resolve your complaint if it:• Is a complex matter• Involves more than one organisation • Needs to be investigated under another procedure such as the Serious
Incidents, Safeguarding or Disciplinary Procedures.If this is the case, you will be kept informed of progress by the Patient Experience Manager and given an approximate timescale for completion.
Help and support during your complaintYou and anyone representing you can receive valuable advice and support from the Patient Experience Team. If you need more help with your complaint, you may contact your the NHS Complaints Advocacy Service. (Please see the back pages of this leaflet for details). Other local agencies listed on the back pages of this leaflet will also provide advice and support.
What if you are unhappy with our response?If you are unhappy with our response to your formal complaint, we can arrange a meeting with you to discuss any outstanding issues. You may have someone with you at the meeting to support you. A written record of the meeting will be made and all participants will receive a copy.
What happens if we cannot resolve your complaint?If we have done everything possible to resolve your complaint and you are still not satisfied, you can contact the Parliamentary and Health Service Ombudsman to review your complaint. The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by an NHS Trust in England.
Page 6
How will your complaint help improve services?All the issues raised by people who make complaints are analysed to find out where improvements can be made. Where investigating officers identify recommendations during the course of investigating a complaint, action plans are drawn up and monitored to ensure that recommendations are implemented.
Local Clinical Governance Groups monitor:• Any action plans resulting from individual complaints• Ombudsman recommendations• Any analysis of trends.They also regularly report on progress to the Trust Board and where appropriate, to Commissioners and other external stakeholders.
Frequently asked questions
Q.Willmycomplaintbekeptconfidential?
A.Yes. We use any information you give us to investigate and respond to you. Information will be shared only on a need to know basis as part of the investigation process.
Q.WillIormyrelativebetreateddifferentlybecauseImadeacomplaint?
A.No. It is your right to raise concerns or make suggestions to improve our services and we welcome this as an opportunity to learn. We treat all our service users the same, whether they or their representative have made a complaint or not. If you are concerned about this at any time please speak to the Patient Experience Team.
Q.Whatwillhappentothecorrespondence?Willitbefiledinmyormyrelative’shealthrecords?
A.No. All complaints correspondence is filed separately from health records. Records of complaints are stored securely.
Page 7
Where can I get more help and advice?The Patient Experience Team can provide on the spot help to resolve concerns quickly and efficiently by giving support or by liaising with Trust staff and service managers.
PatientExperienceAdvisorBarnet, Enfield & Haringey Mental Health NHS TrustIvy House, Chase Farm HospitalThe Ridgeway, Enfield, EN2 8JLTel: 020 8702 4700/6705
PatientExperienceManagersBarnet, Enfield & Haringey Mental Health NHS TrustP2 (Old Audiology)St Ann’s Hospital, St Ann’s RoadLondon N15 3THEmail: [email protected]: 020 8702 4700
TheParliamentaryandHealthServiceOmbudsman(PHSO)Millbank Tower, MillbankLondon SW1P 4QPTel: 0345 015 4033Monday to Friday between 8.30am - 5.30pmEmail: [email protected]
CareQualityCommissionCQC National Customer Service Centre, Citygate,Gallowgate, Newcastle upon Tyne, NE1 4PATel: 03000 616161Email: [email protected]: www.cqc.org.ukMonday to Friday between 8.30am - 5.30pm
ChiefExecutiveOfficerBarnet,EnfieldandHaringeyMentalHealthNHSTrustTrust HQ, Orchard HouseSt Ann’s Hosptial, St Ann’s RoadLondon N15 3THTel: 020 8702 3000Email: [email protected]
Page 8
MindinBarnet55 Christ Church AvenueFinchley London N12 0DGTel: 020 8343 5700Email: [email protected]: www.mindinbarnet.org.uk
MindinEnfield(referralonly)275 Fore StreetEdmontonLondon N9 0PDTel: 020 8887 1480Website: www.mind-in-enfield.org.uk/
MindinHaringeyStation House 73c Stapleton Hall RoadLondon N4 3QF.Tel: 020 8340 2474Email: [email protected]: www.mindinharingey.org.uk/
EnfieldCarersCentre–EmpoweringCarersFor advice, support and information.Britannia House137 – 143 Baker StreetEnfield EN1 3JLTel: 020 8366 3677Email: [email protected]: www.enfieldcarers.org
EnfieldDisabilityAction(commissionedadvocacy)Community House311 Fore Street, Edmonton N9 0PZTel: 020 8373 6228Email: [email protected]: www.e-d-a.org.uk
Page 9
EnfieldMentalHealthUsers(EMU)The Lancaster Centre53 Lancaster Road, London EN2 0BUTel: 020 8366 6560Email: [email protected]
IndependentHealthAdvocacyService(IHAS)VoiceAbilityUnited House, 39-41 North Road, London, N7 9DPTel: 0300 3305454Email: [email protected]
POhWERTelephone: 0300 456 2370Minicom: 0300 456 2364Text: send the word ’pohwer’ with your name and number to 81025Email: [email protected]: pohwer.advocacy Fax: 0300 456 2365Post: PO Box 14043, Birmingham, B6 9BL
ActionagainstMedicalAccidents(AvMA)Freedman HouseChristopher Wren Yard117 High Street, Croydon, CR0 1QGWebsite: www.avma.org.uk
HealthwatchBarnetMillbank Tower, Millbank, London SW1P 4QPTel: 020 8364 8400Email: [email protected]: www.healthwatchbarnet.co.uk
HealthwatchEnfieldRoom 11, Community House311 Fore Street, London N9 0PZTel: 020 8373 6283 Email: [email protected]: www.healthwatchenfield.co.uk
Page 10
HealthwatchHaringeyHealthwatch Haringey, 14 Turnpike Lane, London, N8 0PTTel: 020 8888 0579Email: [email protected]: www.healthwatchharingey.co.uk
HAILTottenham Town HallTown Hall Approach Road, Tottenham, London, N15 4RYTelephone: 020 8275 6550Email: [email protected]: www.hailltd.org/
BarnetVoiceforMentalHealth154 Station Road, Hendon, London, NW4 3SPTel: 020 8906 7506Email: [email protected]: www.bvmh.co.uk
Page 11
Page 12
For further information, visit:www.beh-mht.nhs.uk @BEHMHTNHS facebook.com/behmht
© Barnet, Enfield and Haringey Mental Health NHS Trust. This booklet was produced by: Communications
Publication date: March 2017 Review date: March 2020 Reference: BE&H25
The translation service is open Mon to Fri 9am to 5pm
Please quote this number612659
AlsoforAudio,LargePrintandBraille,phone
0800 952 0119© The Language Shop
Forfreetranslationphone
