If you require urgent medical help which cannot wait until we are next available, please call NHS 111 for assistance or visit www.111.nhs.uk
COMPLIMENTS AND COMPLAINTS POLICY
How we handle complaints:
Community Healthcare wish to ensure that all patients (or their representatives) who have the cause to complain about their care or treatment can have freely available access to the process and can expect a truthful, full and complete response.
Complainants have the right not to be discriminated against as the result of making a complaint and to have the outcome fully explained to them.
The process adopted in Community Healthcare is fully compliant with the relevant NHS Regulations (2009) and the Care Quality Commission.
The general principle of Community Healthcare in respect of all complaints will be to regard it first and foremost as a learning process.
Who can a formal complaint be made to?
In the event of anyone not wishing to complain to Community Healthcare they direct their complaint to one of the below:
NHS England
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
Parliamentary and Health Service Ombudsman
By telephone: 0345 015 4033
By website: www.ombudsman.org.uk
By post: Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
NHS Lincolnshire ICB
By telephone: 01522 309299
By email: licb.feedbacklincolnshireicb@nhs.net
By website: NHS Lincolnshire ICB
By address: NHS Lincolnshire Integrated Care Board, Wyvern House, Kesteven Street, Lincoln, LN5 7LH
Who can make a complaint?
A complaint can be made by a patient or a representative of a patient, with consent, on behalf of a patient.
Who is responsible at Community Healthcare for dealing with complaints?
Community Healthcare complaints manager is Cathy Brockwell, and they has been delegated responsibility for managing complaints and ensuring adequate investigations are carried out.
Time limits for making complaints.
The period for making a complaint is normally:
(a) 12 months from the date on which the event which is the subject of the complaint occurred; or
(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.
How to make a complaint?
-
Verbal Complaints: Call 01507 631297 It is always better to try and deal with the complaint at the earliest opportunity and often it can be concluded at that point.
-
Written Complaints: Write to Louth Hospital, Cathy Brockwell, Community Healthcare, Block 27, Room 41, High Holme Road, Louth, Lincolnshire, LN11 0BA.
or email chl.communityhealthcareLtd@nhs.net
Action upon receipt of a complaint:
On receipt, an acknowledgement will be sent within three working days which offers the opportunity for a discussion (face-to-face or by telephone) on the matter.
The Investigation
Community Healthcare will ensure that the complaint is investigated in a manner that is appropriate to resolve it speedily and effectively and proportionate to the degree of seriousness that is involved.
Final Response
This will be provided to the complainant in writing (or email by mutual consent) and the letter will be signed by the Responsible Person or Complaints manager.
Resources
Local Authority Social Services & National Health Service Complaints (England) Regulations 2009 - S.I. 209, No.309
NHS Complaints Procedure (England only): Guidance for Primary Care, BMA August 2015
NHS Choices
Medico-legal guide to the NHS Complaints Procedure, M.D.U.
Compliments:
When we get it right please let us know. Your positive comments are greatly appreciated by our staff and help to ensure good practice is shared.
All service users are encouraged to complete the post op questionnaire that is sent via post and the patient survey that is sent via text message following your appointment.
Alternatively, you can send your feedback to us by email- chl.admin@nhs.net to