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Compliments, concerns, or complaints

Date issued: February 2024

Review date: February 2026

Ref: D-90/Corp/SJM/Complaints v6

PDF: Compliments, concerns, or complaints v6.pdf[pdf] 186KB

Do you have any comments, compliments, concerns, or complaints about our services?

We always like to hear when we have done a good job, but it is also important to know when we do not get things right.

We aim to resolve complaints as quickly as possible without the need for lengthy correspondence. We take all complaints seriously and investigate them thoroughly.

Staff at University Hospitals Plymouth NHS Trust understand the importance of listening to what you have to say about our services. We aim to learn from our mistakes.

Making a complaint will not have a negative effect on your future care, or your family’s.

How to pass on your compliments

  • Directly to the staff concerned

  • Telephone Patient Services on 01752 439884

  • Write to the department/ward

  • Write to the Chief Executive

Your compliments will be passed to the staff concerned, so, if possible, please provide us with as much detail as you can.

How to complain

  • Speak to a member of staff who is directly involved in your or a family member’s care. They may be able to put things right straight away.

  • If they cannot help, or if you prefer, you can speak to the person in charge of the ward/department, or the matron.

  • Speak to one of the Trust’s Patient Advice and Liaison Service team on 01752 439884. This can be anonymous if you prefer.

  • If you are still dissatisfied, or want to make a formal complaint, you can write to: Patient Services, Level 7, Derriford Hospital, PL6 8DH telephone: 01752 439884 Or email: plh-tr.complaints-patientservices@nhs.net

  •  Write to the Chief Executive who will ensure your concerns are investigated.

Please state your complaint as clearly as possible as this will help us to investigate your concerns quickly and thoroughly.

If you need help writing your complaint, contact the Advocacy People (Independent Health Complaints Advocacy Service) on 0330 440 9000

  • or email at: info@theadvocacypeople.org.uk  alternatively in writing at the following address:Plymouth Advocacy, Highbury House, 207 Outland Road, Plymouth PL2 3PF

  • Or the Patient Advice and Liaison team can advise and help you if you if your postcode requires as different advocacy service.

When to complain

  • As soon as possible, and certainly within 12 months.

  • In exceptional circumstances, we may investigate complaints made later than this, but this is discretionary.

Who can complain?

  • The person directly involved (usually the patient).
  • Another person can complain on your behalf (such as a family member or close friend) but they must have your written consent to do this before we can give any of your information to them.  This is to protect your patient confidentiality. We will provide you with a form to complete to give your consent.
  • The next of kin or a close family friend can complain if the person involved is unable to or has died. We usually ask for consent following a person’s death.  This would normally be given by the Executor of the Will or the deceased’s personal representative.

What we will do

We will:

  • Aim to acknowledge all written complaints within three working days.

  • Investigate all complaints thoroughly.

  • Identify anything we can do to prevent a problem happening again.

  • If appropriate, offer to meet with you to discuss your concerns. This is often the best way to resolve problems.

When a complaint is made in writing:

  • The Chief Executive or their deputy will send you a full written response.

  • We will aim to do this within 25 working days of receiving your written complaint, but some investigations require more time.

  • If it takes longer than 25 working days, we will contact you to confirm the investigation is ongoing.

If the written response and/or meeting does not satisfy you, we will continue to try and resolve your complaint.

If after these steps, you remain dissatisfied you can talk to us about referring your complaint to the Parliamentary and Health Service Ombudsman.

Useful Contacts

Formal Complaints Team

Phone:01752 439884

Post: Patient Services Level 7, Derriford Hospital Plymouth PL6 8DH

Email: plh-tr.Complaints-PatientServices@nhs.net

Patient Advice & Liaison Service Phone: 01752 439884

Email: plh-tr.PALS@nhs.net

PALS and Complaints Manager Phone: 01752 439694

Derriford Hospital Switchboard Phone: 01752 202 082 www.plymouthhospitals.nhs.uk

The Advocacy People (Independent Health Complaints Advocacy Service) www.theadvocacypeople.org.uk  Call:0330 440 9000

Email: info@theadvocacypeople.org.uk

Text: 80800 using keyword PEOPLE followed by your message

The Parliamentary and Health Service Ombudsman Phone:0345 015 4033

Post: Citygate  Mosley Street Manchester M2 3HQ

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