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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
Friends and Family Test
On occasion, the Trust may contact you by text to ask the Friends and Family Test question. If you would prefer not to be asked the question via text but via another method (such as by completing a post card, questionnaire, our on line survey, Impressions, or by telephone survey, or if you would prefer not to be asked the question at all, please contact our Patient Experience Team on 024 7696 5186 or by emailing firstname.lastname@example.org. Thank you
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 email@example.com 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
You are welcome to write to the Chief Executive with any concerns but it may be more beneficial to approach the Patient Advice and Liaison Service, known as PALS. This service, the NHS equivalent of Customer Services, aims to help resolve your concerns before they become something more serious and can be your first point of contact if you would prefer not to speak directly with the staff directly involved in your care. PALS is available to help you with any feedback, concerns, questions or difficulties you may have with your care or Trust services. To contact the service please telephone FREEPHONE 0800 028 4203 (calls are free from a BT landline but mobile phone charges may vary) or email firstname.lastname@example.org.
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. Leaflets and information on ward information posters are also available throughout the hospital to advise you on how to raise issues through this process.
If you require any help with or further information on using our Feedback services, please contact PALS via the telephone number or email address given above.
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.