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Did we get it right?
We are listening
We believe the best people to tell us how we are performing are those who have experienced our care and services and so we would appreciate it if you could spare a few moments to give us your views through our online questionnaire which includes the Friends & Family Question.
We Are Listening
Feedback including the Friends and Family Test
Whether you’re a patient, relative, carer or visitor, the Trust wants to hear how you feel about its services.
You can complete a questionnaire on your experiences via paper questionnaires which you will find on all wards and in all departments within the Trust or alternatively you can visit the questionnaire online here. You can also use the QR code located on the We Are Listening posters and business cards located around the Trust which will take you directly to the Trust’s bespoke survey, Impressions. On occasion, the Trust may also contact you by text to ask you the Friends and Family Test question. If you would prefer not to be asked the question via text message please contact the Patient Experience Team on 024 7696 5186.
Healthwatch Coventry is the local, independent champion for health and social care. Providing:
• an information helpline answering questions about local NHS and social care services;
• help in making an NHS complaint;
• and gathering feedback and funnelling local voices to those who run and plan services.
Find out more at www.healthwatchcoventry.co.uk.
Healthwatch Coventry is one of a network of local Healthwatch supported by Healthwatch England. To find contact details for another local Healthwatch or find out about Healthwatch England’s work visit www.healthwatch.co.uk.
Our staff are always happy to receive compliments from patients and visitors. If you would like to do this you can speak to a member of staff caring for your or write to us so we can pass it on. The email firstname.lastname@example.org is available or, as above, you can complete our online Impressions Survey or a printed copy of this questionnaire can be provided by ward/clinic staff for you to mail back (postage paid) to us.
Our Trust mission is to Care, Achieve and Innovate and our staff are dedicated to providing the best quality of care for our patients. Whilst we like to know when we are doing well it is equally important to learn of any concerns you may have so we can try and resolve them. If you are unhappy with any aspect of care at our hospitals please contact the ward or the manager so that staff can try and offer assistance. This is particularly important if the issues are current as this will give us an opportunity to try and resolve them for you as quickly as possible.
Complaints and concerns
Your complaint or concern may be about something that can be resolved straight away by talking it through with a member of staff. You can approach staff within the service concerned, such as the Ward Manager, or if you would prefer to talk to someone independent of the care, you may value a discussion with PALS (Patient Advice and Liaison Service).
If you remain unhappy following this, PALS can offer guidance on whether the issues are eligible to be investigated under the NHS Complaints Procedure, which includes investigations of concerns around healthcare, and can assist you in making a formal complaint if necessary.
If you require any help with or further information on using our Feedback services, please contact PALS on 0800 028 4203 or email email@example.com.
What if I don’t want to complain but want to do something?
We encourage all of our patients, their carers or relatives to speak up if they have been dissatisfied with the standard of care in our Trust. You should tell a member of staff as soon as you are aware of the problem. With most concerns an explanation and reassurance can be provided straight away and any issues resolved. If you don’t feel comfortable doing this you can contact our Patient Advice and Liaison Service (PALS).
Who can complain?
Anyone who is receiving treatment or has received NHS treatment can complain and if you feel your treatment is affected due to raising a concern you should again contact the Complaints Manager. If you are unable to complain yourself you can ask a friend or relative to make the complaint for you. This will require your consent to enable us to take the matter forward, for us to liaise with any other provider involved and to respond to the person making the complaint on your behalf.
Is there a time limit for complaining?
It is important that you make your complaint as soon as possible after the event you wish to complain about, but generally under the NHS Complaints Procedure it is only possible to investigate complaints made:
- Within 12 months of the event or
- Within 12 months of you realising you have something to complain about.
Can anyone help with my complaint?
You can contact ICAS (Independent Complaints Advocacy Service) for assistance with making your complaint.
ICAS for Coventry provided by Healthwatch Coventry
Telephone: 024 7625 2011
ICAS for Warwickshire Area
Telephone: 0300 456 2370
What will happen after I’ve complained?
If we cannot resolve your concern immediately we will acknowledge your concern or complaint within 3 working days. A contact number will be provided to give you the opportunity to ring and discuss your concerns. A thorough and fair investigation will then be carried out and we aim to provide a written response from the Chief Executive within 25 working days. If this timescale cannot be met then we will contact you with an explanation.
What if you don’t resolve my complaint?
It is important to the Trust that we do all we can to resolve your complaint. If you are still dissatisfied after receiving the Chief Executive’s response, the opportunity is there for you to contact the Complaints Service who will be happy to go through the options with you. This may result in further correspondence from us or a meeting and, if necessary, your complaint may need to be considered by the Parliamentary and Health Service Ombudsman (PHSO). Please understand that the emphasis is on the Trust resolving the complaint locally and the PHSO may, on assessment, decide that there is further scope for us to achieve this.
PHSO: Millbank Tower, Millbank, London, SW1P 4QP Tel: 0345 015 4033
How can I make a Formal Complaint?
In order to make a formal complaint about the care you have received please write to the Complaints Manager at the following address:University Hospitals Coventry and Warwickshire NHS Trust Clifford Bridge Road Coventry CV2 2DX
Or email us at firstname.lastname@example.org.
If you are complaining on behalf of a friend or relative permission from the patient will be required in the form of a counter-signature on the letter of complaint. This is to ensure the patient gives consent for us to access their medical records, liaise with external agencies, if needed, and respond to you with our findings. If this raises any questions please telephone 02476 965 198.
If you are writing a complaint on behalf of someone else, that person will need to sign and complete the appropriate consent form which can be found by clicking here.
Alternatively, you can click here for advice from the NHS Complaints leaflet.
Patient Advice and Liaison Service (PALS)
PALS is the Patient Advice and Liaison Service which is able to help you with any concerns, questions or difficulties you may be experiencing with your care or Trust services.
PALS are there to help if you do not want to make an official complaint, but do have an enquiry, concern or difficulty that you would like us to try and resolve for you. In these instances PALS will be happy to help you and they can be contacted on 0800 028 4203 or email your queries on email@example.com.
Please click here to read an information leaflet about PALS.
CQC literature on complaints and standards
The CQC (Care Quality Commission) has produced three leaflets around the standards you can expect while in hospital and general information on how to make a complaint. These are available to download below.