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Complaints and compliments

NHS Wiltshire is committed to listening to the views of patients and the public about services commissioned (purchased) and provided by NHS Wiltshire and Wiltshire Community Health Services.

We recognise that sometimes things can go wrong and we believe that complaints are an important way of receiving information from patients about the services they receive. Through the effective handling of complaints we hope to solve problems for the person complaining and, where appropriate, improve services.

We try hard to resolve any concerns or complaints thoroughly and swiftly, to our client’s satisfaction, wherever possible learning from what has happened. We do not discriminate against patients, their family or their carers who have raised concerns or complaints and this does not adversely affect present or future care provided.

Informal concerns

Anyone who is receiving or has received NHS treatment or services can make a complaint.

As a patient, relative or carer you may sometimes need to turn to someone for on-the-spot help, advice and support or you may wish to raise a concern about any aspect of your care but do not want to make a formal complaint. Our PALS / Complaints team can help you with this

We are here to actively listen and assist you with any problems you may have with local Health Services in your community however, wherever possible you should tell someone close to the cause of your concerns at the time. It may be a doctor, dentist, nurse, optician, pharmacist, therapist or receptionist. It may be possible to sort your problem for you straight away.

Compliments

We always appreciate compliments and ensure these are passed to the staff / department involved. You can let us know if you are pleased with any aspect of our service by contacting the PALS/Complaints Manager.

Patient Advice and Liaison Service
NHS Bath & North East Somerset
St Martins Hospital
Clara Cross Lane
BATH
BA2 5RP

PALS can also be contacted on freephone 0800 389 7671 (24hour answerphone) or email: pals@wiltshire.nhs.uk

Formal complaints

NHS Wiltshire operates a procedure in line with national complaint legislation.(2009)

Who can complain?
Anyone who is receiving or has received NHS treatment or services can make a complaint. Someone may also, with your consent, make a complaint on your behalf.

Are there any time limits on when I can make a complaint?
It is important to make your complaint as soon as possible.
Usually we can only investigate complaints that are made either:

Within 12 months of the event; or
Within 12 months of realising that you have something that you wish to complain about.

We try to be flexible and these time limits may be waived if there are good reasons why you could not complain sooner and we feel that we are still able to investigate for you.

Who do I complain to?
Wherever possible you should tell someone close to the cause of your concerns at the time. It may be a doctor, dentist,nurse, optician, pharmacist, therapist or receptionist. It may be possible to sort your problem for you straight away.

Alternatively, you can make your complaint to the manager of the service or to the PCT that has commissioned (purchased) the service.

I need some help to make my complaint…
NHS Wiltshire’s PALS Team are able to provide you with help and support to make your complaint and during the investigation. They can be contacted on 0800 389 7671.

The Independent Complaints Advocacy Service (ICAS) provide independent, free and confidential support for complainants. They can be contacted on
01225 762723 or you can write to ICAS, Unit 34, Premier House, Willowside Park, Canal Road, Trowbridge. BA14.

How does the complaints procedure work?
Make your concerns/ complaint known to the service you wish to complain about or contact PALS at NHS Wiltshire on freephone 0800 389 7671

The person dealing with your complaint will agree with you a timescale for responding to your complaint and will explain how your complaint will be
investigated.

The person dealing with your complaint will also discuss with you how you want your complaint to be dealt with, this could be:

A meeting to discuss your concerns
A telephone call to discuss your concerns
A formal written response.

Once your complaint has been investigated you will be given a full explanation of our investigation and any learning from your complaint.

If you remain unhappy at the end of your complaint you have the choice to request and Complaint Appeal Panel or you can ask the Parliamentary Health Service Ombudsman to review your complaint.

Complaint Appeal Panel
The purpose of the Panel is to review complaints where you feel dissatisfied with the local resolution of your complaint so far. It is made up of our PCT Chief Executive and a Non-Executive Director, none of whom have been involved
in your complaint before. The Panel will consider the way the complaint has been handled, understanding what you have said, the complaint file and information provided by the PCT Complaints staff.

Parliamentary Health Service Ombudsman
The Ombudsman can look at complaints about hospitals,GPs, dentists, pharmacists, opticians, nurses, the ambulance service and others providing NHS services.

The Ombudsman will normally only take on a complaint after you have first tried to resolve the complaint with the PCT and have received a response. The Ombudsman believes that NHS Wiltshire should be given the chance to respond and where appropriate, put things right before they get involved.

A complaint form that gives all of the information you need to take a complaint to the Ombudsman can be found at www.ombudsman.org.uk or you can contact them on 0345 015 4033. You can write to The Parliamentary Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4QP or email to phso.enquiries@ombudsman.org.uk

The Care Quality Commission (CQC) are the independent regulator for all health and social care services in England, whether they are provided by the NHS, local authorities, private companies or voluntary organisations. Even though they cannot investigate your individual complaint they would like to hear about your experience.

What they will do with your information
CQC can use the information you give them in several different aspects of their work. Your feedback will be added to the information we already hold about each
service provider, known as its Quality Risk Profile (QRP) This information helps CQC assessors and inspectors make judgements about services and target
their work in:

Making decisions when registering services.
Ensuring services continue to meet essential standards of care— CQC’s role is to ensure that providers’ complaint procedures are fit for purpose
and meet the requirements laid down by law.
Checking what providers tell CQC in their self assessments.
Tracking what is happening inside health and social care and being alert to any trends or patterns of incidents that indicate something untoward may be happening.

So, while CQC cannot offer individual remedy or redress, they will listen to what you have to say and your information will be used to improve services for everyone. You can contact CQC:

by phone on: 03000 616161
or by post to:
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Useful addresses

Patient Advice and Liaison Service
NHS Wiltshire
Southgate House
Pans Lane
Devizes
Wiltshire
SN10 5EQ
Tel: 0800 389 7671
pals@wiltshire.nhs.uk

Complaints Manager
NHS Wiltshire
Southgate House
Pans Lane
Devizes
Wiltshire
SN10 5EQ
Tel: 01380 733774

Chief Executive
NHS Wiltshire
Southgate House
Pans Lane
Devizes
Wiltshire
SN10 5EQ
Tel: 01380 728899

Royal United Hospital
The Complaints Manager
RUH Bath NHS Trust
Combe Park
Bath
BA1 3NG
Tel: 01225 821857
PALS@ruh.nhs.uk

Great Western Hospital
Marlborough Road
Swindon
Wiltshire
SN3 6BB :
01793 60 40 20
pals.team@gwh.nhs.uk

Salisbury District Hospital
The Complaints Manager
Salisbury Healthcare NHS Trust
Salisbury District Hospital
Odstock Road
SP2 8JB
Tel: 01722 336262 ext 2743

Avon & Wiltshire Mental Health NHS Trust
The Complaints Administrator
Jenner House
Langley Park Estate
Chippenham
Wiltshire
SN15 1GG
Tel: 01249 468000
pals@awp.nhs.uk

Great Western Ambulance Service NHS Trust
Jenner House,
Langley Park Estate,
Chippenham,
Wiltshire,
SN15 1GG
01249 858500
pals@gwas.nhs.uk

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