Give us your views
Your views and suggestions are important. They help us to improve the services we provide. We would like you to tell us about your experiences so that we continue to make life better for people who use our services and their families/carers.
The Patient and Carer Experience Team deals with all comments, concerns, complaints and compliments into the Trust. The team also incorporates the Patient Advice and Liaison Service (PALS).
Whether you have a compliment, comment, concern or complaint, we are here to help you. Everyone likes to receive praise and we hope you will tell us when you receive a good service from us. We always make sure these comments are passed on to the members of staff who are praised and to the Trust Board.
We understand that raising a concern can be difficult but if you are unhappy about any aspect of the service please talk to us. We are committed to resolving all concerns we receive. If your issues remain unresolved, or you would like to make a formal complaint, we can advise you on the complaints process and provide information on how to seek independent advice.
If you would like to share your views or make a complaint, you can:
- Speak to a staff member or manager at the service you are using
- Fill in our online form
- Call 0300 421 8313
- Email email@example.com
Or write to:
Patient and Carer Experience Team
Edward Jenner Court
1010 Pioneer Avenue
Gloucester Business Park
Friends and Family Test
The Friends and Family Test is an important way for our Trust to receive feedback from our service users and their families about their experience. Listening your views helps us identify what is working well and what can be improved.
If you would like to give us feedback about the service you have received, please contact our patient survey manager on firstname.lastname@example.org and ask for a link to the questionnaire or a paper copy.
You may also be contacted by text message or email to seek your views about our services
Find out more about the NHS Friends and Family Test at www.england.nhs.uk/fft
Making a complaint
Who can make a complaint?
You can make a complaint if you:
- use or are entitled to support from the Trust’s services
- are a relative/carer/friend of a service user and have their written consent
- are affected by the Trust
How long do I have to make a complaint?
Your complaint should be made within:
- 12 months of the incident
- 12 months of you realising you have something to complain about
If your concerns are outside these time limits, you can contact the Complaints Manager on 01452 894673 to discuss if they can still be investigated.
What happens after I have made a complaint?
We will ask you what would resolve your complaint. For example, a meeting with appropriate staff members may be helpful. The Chief Executive, or his nominated Deputy, will write to you explaining how your complaint has been looked into and what conclusions we’ve reached.
Who else can I talk to if I am still not happy?
We hope that we can resolve matters for you but if you are still unhappy, you can talk to the Health Service Ombudsman by writing to:
The Parliamentary and Health Service Ombudsman
Complaints Helpline: 0345 015 4033 (Mon-Fri 8.30am-5pm)
Feedback from carers
As a carer of someone using our services, your feedback is really important to us. Please take a moment to complete our survey and give us your thoughts.
The survey is completely anonymous so we will not be able to respond individually. If you would like your feedback or concerns followed up, please also contact the Patient and Carer Experience Team on the details at the top of this page.
Advocacy services and other organisations
If you need help to raise your concern or complaint, support is available through the following advocacy services:
Healthwatch is the independent national champion for people who use health and social care services. We’re here to make sure that those running services, and the government, put people at the heart of care. Their sole purpose is to understand the needs, experiences and concerns of people who use health and social care services and to speak out on their behalf. They focus on ensuring that people’s worries and concerns about current services are addressed and work to get services right for the future.