Complaints are used to improve the services we provide to our patients, their relatives and carers. Through the comments made by users of our service that we can learn if, and where, improvements can be made.
If it has not been possible to resolve any concerns through ward or clinic staff and PALS then a formal complaint should be considered.
The West Suffolk Hospital has a responsibility to follow the NHS Complaints Regulations.
After a complaint has been registered, the Complaints Manager will acknowledged the complaint within three working days and liaise with the relevant senior staff to ensure that a full investigation takes place.
In most cases the Chief Executive will then provide a full written response within 25 working days of receipt of the complaint. If a complaint is particularly complicated or if there is an unforeseen difficulty when investigating your complaint (such as annual leave) the Complaints Manager will contact the complainant to advise of the delay.
Further information can be found in the PALS section and Trust Policy PP002.