We will contact patients if their procedures or outpatient appointments needs to be rescheduled, but they should attend a scheduled procedure or appointment if they have not heard from us. Find out more about Resident Doctors Industrial Action
Before you make a formal complaint, you may want to contact our Patient Advice and Liaison Service (PALS). Our PALS team may be able to help resolve your complaint in the first instance.
If you feel this will not help you can make a formal complaint. To do this fill out our complaints form as soon as possible after the event. Our Complaints team will register your concerns formally and share them with the service line area responsible for your care, who will then carry out an investigation. You may be contacted by the investigating manager to discuss your concerns and to agree the best way in which to answer them.
The NHS and Social Care Complaints Procedure has two stages:
Local Resolution (Stage 1). We will acknowledge formal complaints within three working days and a full investigation will be carried out. We have an obligation, under the NHS and Social Care Complaints Procedure to resolve complaints as quickly as possible. Our aim is to respond within twenty five working days but this will depend on the complexity of the complaint and may take longer. We will keep you informed if for any reason we need more time to complete our investigation.
Appeal to the Health Services Ombudsman (Stage 2). If you remain dissatisfied with the outcome of local resolution you have the right to proceed to the second and final stage of the NHS and Social Care Complaints Procedure by requesting a review of your complaint by the Parliamentary and Health Service Ombudsman. Find out more at the Health Service Ombudsman
The Advocacy People is a free, independent advocacy service that can help you make a complaint about any aspect of your NHS care or treatment. Their contact details are:
Tel: 0300 440 9000
Email: info@theadvocacypeople.org.uk
Text: 80800 keyword PEOPLE
Complaints Department
University Hospitals Plymouth
Patient Services, Level 7
Derriford Hospital
Plymouth
PL6 8DH
