Page updated: 03 Apr 2012
Compliments, queries, concerns or complaints
At NHS Trafford we always aim to make sure you get the service that you need, when you need it. We welcome comments about the services we commission on behalf of the residents of Trafford. We can try to improve things if you tell us what is wrong.
We expect the organisations providing services on our behalf to deliver a high quality service.
You can contact the customer care and experience department's Patient Advice and Liaison Service (PALS) and we will do our best to provide you with advice and support on any concerns you have. Click here to find out more about PALS and how to get in touch.
Most people are happy with the service they receive but there are times when patients, relatives or friends will want to raise concerns or complaints about the care and treatment provided.
We welcome your suggestions, comments or complaints. We would also like to hear from you when you are happy with our services. Telling us what you think about your experience are important ways of receiving feedback to help us to improve the services we provide and share good practice where we do things well.
What if I want to compliment a service or make a general comment?
You can contact the service directly or you can telephone or write to the customer care and experience team, who will ensure your compliment is passed onto the staff concerned. You can also fill in this online form and we will get back to you within three working days.
How do I raise a concern or complaint?
In the first instance we would suggest the Patient Advice and Liaison Service (PALS). PALS is a confidential information and advice service for patients, relatives and carers.
Alternatively, you should talk to the staff immediately involved in your care, or another member of staff such as a doctor, nurse, receptionist, practice manager, care manager or team leader.
Whoever you ask to look into your concern or complaint will do their best to sort out the problem as quickly as possible. They will be careful to make sure that any information about you is kept confidential and that complaining will not adversely affect any further care and treatment. Details of your comments or complaint will not be held on your health records.
What if I’m not sure if I want to make a complaint?
That’s OK, if you aren’t sure whether or not you wish to make a complaint or if PALS might be able to help, then get in touch and we can talk you thorough the options available to you.
Who are PALS and how can they help?
The customer care and experience team at NHS Trafford provides PALS and we can give information, advice and help to local people about NHS services.
PALS is there to help when you need advice, have concerns or don't know where to turn. They can also provide general information about NHS services. PALS can often sort out your concerns quickly but can also provide advice on what to do if your issue requires a more detailed investigation.
Click here to read more about NHS Trafford's Patient Advice and Liaison Service.
If you don’t wish to contact PALS but do wish to make a complaint then wherever possible you should talk to the staff immediately involved in your care, or another member of staff such as a doctor, nurse, receptionist, practice manager, care manager or team leader.
How do I submit a complaint?
Complaints can be made in writing (including by email) or verbally and may be made on your behalf by someone else.
If someone is making the complaint on your behalf and we need to disclose confidential information to investigate the complaint, we will always need to seek your consent first. This is to protect your confidentiality.
We will try to sort out any problems quickly and (where possible) to your satisfaction.
Where a complaint cannot be promptly resolved, we will agree an investigation and timescale with you and keep you informed of progress.
Who can make a complaint?
Anyone can make a complaint if they are personally affected by a decision made by NHS Trafford. If you are making a complaint on behalf of someone else you will need their consent before a response can be provided.
Is there a timescale for making a complaint?
You should try to raise any concerns as soon as you can; however a complaint should be made within 12 months of the care or treatment concerned or of when you became aware that you had cause to complain.
There may occasions when complaining in this timescale is not possible. If there is a good reason for the complaint not being made in the time limits and we are still able to look into the issues raised, then it may be possible to investigate you complaint and we will let you know.
Can I get help with making a complaint?
The Independent Complaints Advocacy Service (ICAS) is an independent organisation who can provide advice, information and support if you have a complaint about NHS health services.
ICAS is independent of the NHS and provides a free and confidential service. You can contact ICAS by telephoning 0808 802 3000.
How does NHS Trafford deal with complaints?
All complaints should be acknowledged (either verbally or in writing) within three working days of the day after our receipt of your complaints.
You will be contacted by a member of staff in the customer care and experience team.
If we can’t sort out your concerns quickly we will discuss your complaint in more detail with you.
We will explain the options for the handling of your complaint, how it will be responded to and how long this will take.
We will ask you what you would like to see happen to resolve your complaint.
An investigating officer will be appointed to look into your complaint and we will keep you updated about its progress.
We will also discuss any potential changes such as longer time-scales required to investigate your concerns and any further information needed etc.
By the end of the investigation we hope to answer all your questions, address your concerns satisfactorily and make any necessary improvements to services where appropriate.
What if I have questions, concerns or a complaint about a GP, dentist, pharmacist, optometrist, community health services such as district nursing, health visiting, podiatry, continence, speech and language therapy, occupational therapy, and community dentists or other provider of national health services?
Many concerns can be resolved quickly, by talking to the staff immediately involved at the time.
If this is not possible you should ask to speak to the practice manager/supervisor who is usually the person responsible for handling complaints.
All GP practices, dentists, pharmacies and opticians (sometimes described as independent contractors) and providers of community health services have their own complaints process. The complaints procedure is the same for all providers of NHS services.
What if my complaint involves more than one NHS or social care organisation?
To make the process as easy as possible for you, one organisation involved in your complaint will usually take the lead in investigating the complaint and will ask the other bodies involved to look into the issues relating to them.
This means you can receive one response covering all aspects of your complaint rather than separate responses from each organisation. This approach will be discussed and agreed with you during the initial contact stage.
You can say if you would like separate responses to each of the issues you raise from each of the organisations involved if you would prefer this.
What if I am not satisfied with the response?
While we will do all we can to provide a satisfactory response, you may still feel your concerns have not been fully addressed. If this is the case we will be happy to discuss your outstanding concerns further.
If you feel your concerns have not been fully addressed you can seek a review by the Parliamentary and Health Service Ombudsman (the Ombudsman).
When the Healthcare Commission was replaced with the Care Quality Commission on 31 March, 2009, the Ombudsman became responsible for the second tier of health related complaints. This means that you can contact the Ombudsman if your complaint is not resolved within Trafford's NHS services.
The Parliamentary and Health Service Ombudsman
The Ombudsman does not have to investigate every complaint and she will not usually take on a complaint that has not been through the NHS complaints procedure, or a case that has been dealt with by the courts. She may also request that your complaint is looked at again locally to see if more could be done to achieve a satisfactory outcome.
The Ombudsman may decide that she wishes to carry out an independent review of your complaint.
The Ombudsman will either conclude that we have acted correctly and have fully responded to your complaint or she might recommend that we take some further specific action. Whatever she decides, you will be informed by her office.
How do I contact the Parliamentary and Health Service Ombudsman?
The Ombudsman can be contacted at:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Complaints helpline tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
You can also visit the website by clicking here.
Download the 'complaints, concerns, comments and compliments' leaflet here.