A complaint may be made by a patient, or by someone acting on behalf of the patient or person, with their consent. It is important to remember that when someone is making a complaint on behalf of a patient, the Trust cannot respond to the concern without the patient’s consent.
Normally, complaints should be made within six months of the event concerned, or within six months of the complainant becoming aware of the matter which is the subject of the complaint. Once we receive your letter, a member of the Patient Experience Team will contact you and advise you of the best way to take your complaint forward to find a resolution.
Trust staff are committed to resolving issues that are raised locally, and listening to people’s concerns so we can make changes in practice where necessary. However, if complainants remain dissatisfied with the Trust’s response, they can ask the Parliamentary and Health Service Ombudsman (PHSO) to review their complaint. Details will be provided about the PHSO in the response to the complaint.