1) The document outlines the process for dealing with complaints about NHS services in Telford and Wrekin.
2) It explains that complaints will be acknowledged within 3 days, an investigation will be conducted, and a full written response will be provided by the Chief Executive.
3) Alternatives like the Patient Advice and Liaison Service (PALS) or Independent Complaints Advocacy Service (ICAS) are available to help with concerns or complaints.
1) The document outlines the process for dealing with complaints about NHS services in Telford and Wrekin.
2) It explains that complaints will be acknowledged within 3 days, an investigation will be conducted, and a full written response will be provided by the Chief Executive.
3) Alternatives like the Patient Advice and Liaison Service (PALS) or Independent Complaints Advocacy Service (ICAS) are available to help with concerns or complaints.
1) The document outlines the process for dealing with complaints about NHS services in Telford and Wrekin.
2) It explains that complaints will be acknowledged within 3 days, an investigation will be conducted, and a full written response will be provided by the Chief Executive.
3) Alternatives like the Patient Advice and Liaison Service (PALS) or Independent Complaints Advocacy Service (ICAS) are available to help with concerns or complaints.
We aim to acknowledge your complaint Telford and Wrekin Telford and Wrekin
PALS l
within three working days
l We will discuss with you how your complaint How to contact PALS and complaints will be handled and what outcome you PALS expect. We will also agree a timescale for the completion of the investigation Tel: 01952 580478 l After your complaint has been thoroughly Email: pals@telfordpct.nhs.uk investigated, we will send a full written Patient Advice & Liaison Service Complaints and Complaints response from the Chief Executive Tel: 01952 580471 Email: mark.crisp@telfordpct.nhs.uk Write: PALS and Complaints NHS Telford and Wrekin Halesfield 6 Telford TF7 4BF
What if I remain unhappy with the way
the NHS has handled my complaint? If you are unhappy with the formal response to your complaint you can request consideration Speaking to PALS and Complaints will not negatively affect the care you recieve. We treat all the information you supply by the Parliamentary and Health Service as confidential. We may need to collect personal information Ombudsman. from you in order to provide the best possible service. Parliamentary and Health Service Ombudsman However we will not disclose personal details to anyone Millbank Tower without your permission. London SW1P 4QP If English is not your preferred language you can choose to Helpline: 0345 015 4033 We want to hear from you, whether you want use a confidential interpretation service. Email: phso.enquiries@ombudsman.org.uk confidential help and advice, have a comment, Website: www.ombudsman.org.uk www.telford.nhs.uk concern, complaint or compliment.
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Patient Advice & Liason Service What can PALS do for you? Complaints PALS provides free, informal, confidential l Provide advice and support to patients, Healthcare staff strive to get things right, but help and advice for patients, carers and their families and carers with busy services, mistakes can happen. families. l Help you get the information you need about When they do, we want to put things right NHS services quickly and to use the experience to improve PALS may be able to help if your query or l Listen and respond to concerns, suggestions services and prevent future problems. concern is about primary care services provided by: or queries You can choose to complain either to the l Sort out problems quickly on your behalf in service you are unhappy with e.g. Dental, GP l GPs an informal, friendly manner practice, hospital etc or to NHS Telford and l Dentists l Provide advice if you wish to make a formal Wrekin. l Opticians complaint If you would like further information about this l Pharmacies l Use your feedback to help improve the or wish to make a complaint, please contact l Health visitors our Complaints Manager. quality of primary care services in the future l District nurses and school nurses
l Community services, such as
You can get help when making physiotherapy, podiatry and your complaint occupational therapy The Independent Complaints Advocacy Service (ICAS) provides free independent advice to people about the NHS complaints procedure and can help you make a complaint. ICAS can be contacted at: POhWER ICAS Unit 25 & 32 Stafford Business Village Dyson Way Staffordshire Technology Park Stafford Staffordshire ST18 0TW Helpline: 0845 337 3054 Compliments Fax: 0845 337 3055
It’s also helpful to know when we’re getting
things right and you are pleased with the care you have received. We’d like to hear from you - please do tell staff who are involved in your care or speak to our Communications and Engagement Team.