NHS Humber Health Partnership
As Northern Lincolnshire and Goole NHS Foundation Trust (NLaG) and Hull University Teaching Hospitals NHS Trust (HUTH) are working together under the group name of NHS Humber Health Partnership, you’ll find information for both Trusts on this page
What we do
We take your feedback seriously, aiming to quickly resolve any concerns you may have about your care and to pass on any compliments to our staff.
Our Patient Advice and Liaison Service (PALS) can help you by:
- Providing information about our services
- Listening to your comments, compliments or concerns
- Helping you to resolve, as quickly as possible, any problems or issues that you have about our services.
- Arranging help for you to access our services – e.g translation and interpretation services.
- Giving you information about the formal complaints process and independent advocacy services.
PALS helps the NHS by listening to your concerns and suggestions which helps improve services.
What we can’t help with:
- Your concerns about other health care providers.
- Bring forward an appointment/procedure date for you
- Offering counselling, a diagnosis, detailed medical information, or advocacy. However, please be assured that if we can’t assist you, we will signpost you elsewhere.
Raising concerns
If you have a concern about your care or treatment or any aspect of your stay with us, please raise this in the first instance with a member of staff in the ward or department you are visiting. That way we can try to resolve your concerns as quickly as possible.
If your concern cannot be dealt with by the ward or department involved, or you are not satisfied with the response, please then contact the PALS team.
You may ask a friend or relative to contact PALS on your behalf but we must have permission before we can discuss your personal circumstances, to ensure their confidentiality is safeguarded.
If your concerns can be resolved quickly and informally we will do our best to put things right by giving on the spot advice, or by contacting the relevant staff to investigate and respond directly to you within a three to five days.
Making a formal complaint
If you remain dissatisfied after speaking to a member of staff then let the PALS team know you would like to make a formal complaint. Complaints should be made within 12 months of the event or within 12 months of learning of the problem.
We take your concerns or complaints about our services very seriously and want to make sure that we deal with them in an efficient and open way. We aim to deal personally with each one and you will have a named complaint facilitator who will contact you regularly over the period of time it takes to investigate your concerns
There may be some issues that we can resolve quickly, but others may take a little more time to address as we may have to do a more detailed investigation before we can provide you with our response or arrange to meet with you. A member of the complaints team will discuss and agree with you reasonable timescales for this to happen. We aim to respond to complaints within 25–60 working days, depending on the complexity of the issues raised. Where this may take longer, we will keep you informed and agree a timeframe with you.
When you raise a concern or complaint, we record the details on our secure Patient Experience system. This helps us understand what has happened and identify any learning so we can improve our services. This information is stored separately from your medical records and is only accessible to authorised staff who are involved in reviewing your concern. Raising a concern will not affect your care or treatment in any way. We encourage people to speak up so we can learn and make improvements for everyone.
We’d really appreciate if you could leave us some feedback about your experience of our formal complaint service.
Contact us
We have a PALS office on the Scunthorpe, Grimsby and Hull hospital sites. If your query is about a Goole service please use the Northern Lincolnshire and Goole Hospitals PALS team contacts.
What we need from you when you contact us:
We require the name, date of birth, and address of the patient concerned and details of your concern. If you are a relative, friend or representative contacting us on behalf of a patient, we’ll need your name and contact details too, we’ll also need consent from the patient to speak to you, otherwise we won’t be able to provide or discuss any personal information.
Northern Lincolnshire and Goole Hospitals NHS Trust
We have offices at Grimsby and Scunthorpe hospitals. Write to us at Diana, Princess of Wales Hospital Scartho Road, Grimsby, North East Lincolnshire, DN33 2BA or Scunthorpe General Hospital , Cliff Gardens , Scunthorpe , North Lincolnshire , DN15 7BH
Hull University Teaching Hospitals NHS Trust
We are based at Alderson House at Hull Royal Infirmary. You can write to us at: Alderson House Hull Royal Infirmary Anlaby Road Hull HU3 2JZ
Independent Advice
If you feel it would help to have the assistance of someone outside the Trust with your concerns, the Independent Complaints Advocacy Service (ICA) is available free of charge. For confidential advice ICA can be contacted on telephone number 0300 456 8349.
Cloverleaf Advocacy
Cloverleaf Advocacy is an independent UK charity that provides free, confidential advocacy services for vulnerable individuals. It helps people with mental ill-health, learning disabilities, physical impairments, or dementia ensure their voices are heard
Healthwatch
You might like to contact Healthwatch to share your feedback on health and care services. They can provide guidance, information and signposting.
Healthwatch North Lincolnshire
Website: Healthwatch North Lincolnshire
Telephone: 01724 844986
Email: [email protected]
Healthwatch North East Lincolnshire
Website: Healthwatch North East Lincolnshire
Telephone: 01472 361459
Email: [email protected]
Healthwatch Hull
Website: Home | Healthwatch Kingston upon Hull
Telephone: 01482 595505
Email: [email protected]
What to do if we cannot resolve your complaint
We will make every effort to resolve your complaint. If, however, you feel dissatisfied with the response provided you can contact the Parliamentary and Health Service Ombudsman. Their contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
LONDON
SW1P 4QP
Telephone: 0345 015 4033
Website: www.ombudsman.org.uk