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Making a complaintWe Value Your Views We are committed to listening to the
users of our services about the standard and quality of the service they
receive, and we welcome all types of feedback whether concerns, complaints, or
compliments. We are also committed to providing you
with an accessible, fair and effective means by which you can express your
views. Compliments are always pleasing to
receive but we acknowledge that we may not always get everything
right. Concerns and complaints provide a
valuable and important source of feedback.
They give us an opportunity to examine our services and practices and
continually improve the standard and quality of services we offer to everyone
using our Hospital. How to make your views known to
us In the main reception area of the
Hospital you will find the leaflets including “feedback forms”. You can use these forms to express your
comments, concerns, or complaint. You can also ask to speak with any member of
staff. You can return your feedback form to any
member of staff, or if you prefer to complete it in the comfort of your own
home, you can return it by post addressed to the Hospital Matron at the address
on the back of the leaflet. If you are unhappy with the service you
have received we would value having the opportunity to speak with you before you
leave the Hospital. All members of staff will do their best to resolve any
difficulties you may have as promptly as possible. We endeavour to answer all complaints in
a confidential but open and honest way.
We will listen to your concerns, do our best to rectify the problem,
reduce the likelihood of future occurrence, and ensure we learn from the
experience. What happens after you have made a
complaint When we receive your complaint we will
acknowledge receipt of this in writing within three working days. If we have not
had the opportunity to speak with you regarding your concerns, we may contact
you by telephone to clarify how you wish to be kept informed of how we are
dealing with your concerns; whether you would like to meet face to face to
discuss your concerns in more detail; and what you would like to happen as a
result of raising your concerns. We will agree a plan of action with you
which will include how soon we believe we will be able to respond fully to you
concerns. When we have completed
our investigations we will write to you with a full response which addresses all
the points you have raised and what actions we have taken to address
these. What to do if you remain unhappy with
our response If you remain unhappy with our response
we would value the opportunity to re-look at things again with you so that we
can reach a satisfactory outcome.
However, at this stage you are also entitled to take your complaint to
the Health Service Ombudsman who can be contacted in any of the following
ways:-
(Monday to Friday 8:30am to
5:30pm)
Millbank This information provides a summary of
our policy for managing complaints. A full copy of our policy is available
upon request from the Hospital Matron.
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