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Home >> Patients and visitors >> Patient relations / complaints procedure
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COMPLAINTS WEB PAGE

Patient Relations Department

This web page has been introduced to provide information and detail about Leeds Teaching Hospitals NHS Trust’s complaints process and to hopefully make it easier to follow.  Below you will find guidance on the steps to follow if you do wish to complain.  There is also a list of documentation that is used within the Trust to help staff provide you with a good service.  By all means click on any of the documents listed if you wish to explore this further.

From 1 April 2009, the legislative framework involving NHS complaints changed and a single complaints system has been introduced for all health and local authority adult social care services in England.  Complaints about social care are still been dealt with by the Local Authority and those about health care by the Hospital Trusts and GP Practices, but where they involve both, it is much simpler and easier for everyone.

The new complaints system is less about process and more about listening, talking and taking action.

If you would like to let us know what you think about any aspect of the complaints service, please click on the ‘Comments and Compliments Section’ below.  You may wish to comment about the complaints process itself, or whether the web page is helpful, or you may want to pass a compliment about your care and the service you have received.  For anyone who may have gone through the complaints process in the last twelve months, there is a satisfaction questionnaire you could complete, so we can identify if any improvements can be made to the procedure currently followed. 

As a point of information, if a complainant is seeking compensation as one of the outcomes of a complaint, we are unable to deal with such requests under the NHS complaints procedure.  However, once the investigation into a complaint has been finalised any such requests will be passed to the appropriate Department within the Trust whose staff will give the necessary advice.  For anyone who wishes to take legal action, once litigation has been set in motion, the complaints investigation will be discontinued. 

We do value complaints as a means of improving the quality of our service and staff within the Trust’s Patient Relations Department will be happy to guide you through the process, or answer any questions you may have.  They are responsible for co-ordinating the process and are the contact point for any query about complaints.  However, in the majority of cases, it is staff within the Divisional Directorates that take responsibility for the actual investigation. 

Out of office hours the Patient Relations Department has a 24 hour answerphone.  Contact details are:-

Tel: (0113) 2066261

Minicom: (0113) 2066018

Fax:  (0113) 2066146

E mail: patient.relations@leedsth.nhs.uk    We are currently having difficulty replying to Microsoft Hotmail & Windows Live email accounts, if your query needs a response please ensure to provide a telephone number or an alternative email address, Thank you

HOW TO MAKE A COMPLAINT

Help us improve

We want to improve the way we deliver our services, so that you feel very satisfied with the care and attention you are given whilst visiting our hospitals.

Sometimes things go wrong.  If you tell us where things did not work so well, it will help us learn lessons and do things differently.  If we don’t know, we can’t put it right.

Also, letting us know where things have worked really well, will let us show all staff good ways of working, as another way of learning.

Questions you may ask: -

What if I don’t want to complain but want something done?

The Patient Advice and Liaison Service (PALS) can help.  If possible, tell someone as soon as you are aware of the problem, e.g. the matron, charge nurse, ward sister, doctor or receptionist.  Often they can sort out your problem straight away or provide information, clarification or advice to help you decide what to do.

Or, contact the PALS telephone line (0113) 206 7168 and staff will help.  There are also ‘Comment Boxes’ around the hospitals to enable you to “have your say”, whether this is good or not so good!

What if I do want to complain?

We have a formal complaints procedure.  We follow this to ensure a complaint is thoroughly investigated and a response given (Click on Procedure for Investigating and Resolving Complaints below for more detail - Please note this will be changing in the coming months in line with the new legislation).  Please read on for continuing guidance.

Who do I complain to?

Write to the Chief Executive or Patient Relations Manager at St James’s Hospital, Trust Headquarters, Beckett Street, Leeds LS9 7TF.  Be as specific as you can and describe what happened.  Include any helpful information such as your date of birth or hospital unit number.

Or, use the complaint form that is listed in the documentation below.

Or, contact the Patient Relations Department (see contact details above) whose staff are happy to give help and advice if you are unsure whether or how to complain.

What will you do?

We will:

  • Investigate the issues raised by your complaint
  • Aim to provide you with a full written explanation and response to your complaint within twenty-five (25) working days.  This will change after 1 April 2009 and the timeframe will be negotiated with you personally
  • Reach agreement with you if more time is needed
  • Do everything possible to resolve your complaint to your satisfaction.  This may involve meeting with you, or introducing some form of mediation
  • Learn from the complaint you have made and make changes where appropriate
  • Aim to meet your individual needs in terms of access – please let us know if you have any specific requirements
Anonymous information about your complaint may be used for other purposes such as staff training.

What if I am scared to complain?

No member of staff will treat you differently because you have complained.  If you feel you have been discriminated against as a result of making a complaint, let the Patient Relations Manager know (see contact details above), or click on the ‘Useful Contacts’ section below about independent support.

Can I complain if I am not the patient?

Yes, but where possible, the patient will be asked to give their permission for you to pursue a problem on their behalf.

Is there a time limit for complaining?

Yes, the complaint should be made:

  • Within six months of the event, or
  • Within six months of you realising that you have something to complain about

This will change after 1 April 2009 when a complaint must be made within 12 months from the date on which a matter occurred, or the matter came to the notice of the complainant.  There may be circumstances where we are able to agree to investigate your concerns outside this timeframe.

Can anyone else help?

The Yorkshire and Humberside Independent Complaints Advocacy Service (ICAS) can provide independent, free information, advice, support and representation to people wanting to make a complaint about NHS treatment.  Tel: 0300 456 8349

‘Advocacy Network – Leeds’ can provide information about other specialist advocacy services.  Tel: (0113) 244 9045.  Click on ‘Useful Contacts’ below for more detail.

What if you don’t resolve my complaint?

We will do everything possible to try and resolve your complaint within the Trust.  If you feel we have not done this, you can ask for an Independent Review of your complaint.  You will need to write to the Healthcare Commission within six months of receiving our final written response (Click on ‘Useful Contacts’ below for more detail)

If you remain dissatisfied following an independent review, you can ask the Health Service Commissioner (the Ombudsman) to investigate your case.  (Click on ‘Useful Contacts’ below for more detail)

After 1 April 2009, there will no longer be an independent review undertaken by the Healthcare Commission as this body will no longer be in existence.  Anyone who remains dissatisfied after 1 April 2009 will have the right to go straight to the Ombudsmen.  We will, however, do all we can to try and resolve the matter for you as part of local resolution with the Trust.

PLEASE CLICK ON ANY OF THE ITEMS BELOW FOR FURTHER COMPLAINTS INFORMATION (Some of the information will be changing in the coming months in line with the new legislation, which will become operable after 1 April 2009: -