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Making a ComplaintWe welcome complaints because we can only improve services for patients and visitors if we know when there are problems. It is hoped that any concerns will first have been raised with a member of staff within the ward or department you are attending / visiting or with the local Patient Advice and Liaison Services (PALS). PALS can be contacted on one of the following numbers depending on which hospital site the problem / issues occurred:
However, if you wish to make a complaint, this page explains the procedure. Can I Make a complaint for a relative or friend?Yes. You can help a friend or relative to complain but their written consent will be required. If the patient is unable to consent and you are not their next of kin, we will need to obtain consent from the next of kin. When should I make my complaint?As soon as you realise there is a problem, or you remain unhappy having raised it with a member of staff or PALS. It is easier for you and any staff who might be involved to remember events and incidents if you let us know straight away. Otherwise you should make your complaint within 12 months of discovering the problem. Any information you give us as part of your complaint will remain confidential. How do I make a complaint?This may be done by contacting the Patient Advice and Liaison Service on one of
the numbers mentioned above, who can advise and help you make your complaint, if
you wish. For complaints relating to Diana, Princess of Wales Hospital, write to:
For complaints relating to Scunthorpe General Hospital or Goole & District Hospital, write to:
Is there anyone else who could help me to make my complaint?Yes. You might like to contact the Independent Complaints Advocacy Service (ICAS).
They will give independent advice and support and will help you to make your
complaint. What if my complaint involves another organisation?If your complaint involves outside agencies e.g. other Trusts, Local Authority, Social Services or Ambulance Service, we will require your agreement to refer the relevant issues to them. In most cases, we would expect to send you a joint response but there may be occasions when this is not appropriate. In either case, the approach will be agreed with you. What if I make a complaint?First of all, your complaint will be acknowledged by post, within 3 working days of receipt, and you will be given the name of the person dealing with your complaint. This person will wish to speak to you to ensure that we fully understand the issues you want to raise, what you expect as an outcome and to agree how best we can do this within an appropriate timescale. What if I am still unhappy when I receive my final response?The Trust is committed to resolving all complaints and we will therefore ask you
to let us know that you are unhappy so that we can agree how to address this for
you. What if I am still not satisfied?If you are not satisfied after your complaint has been investigated by the
Trust, you have the right to ask the Parliamentary and Health Service Ombudsman
(PHSO) to review your case.
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