Complaints are used to improve the services we provide to our patients, their relatives and carers. It is only through the comments made by users of our service that we can learn if, and where, improvements can be made.

If you have a concern but are unsure of what to do, please do not hesitate to contact PALS or the Complaints Manager and we will be pleased to help.

As from 1st April 2009 the West Suffolk Hospital will be adhering to the new complaints regulations for health and social care – 2009, for investigating and responding to complaints.

Raising a Concern

If you have a concern regarding your experience of the hospital, please try to discuss this with a member of ward or clinic staff. Raising a concern at the time can result in a problem being resolved quickly and without the need for a formal complaint.

If you feel you are unable to discuss your concerns in this way please contact PALS (Patient Advice and Liaison Service). It is often possible for PALS staff to help you in resolving a concern without escalation to the formal complaints process. PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or can tell you more about the complaints procedure and Independent Complaints Advocacy Services (ICAS).

If it has not been possible to resolve your concerns through ward or clinic staff and PALS then you should consider making a formal complaint.

Please see contacts| for further information.

Making a Formal Complaint

It is helpful if you can provide as much detail as possible in writing when making a formal complaint. This helps the Complaints Manager understand the issues you wish to be investigated.

If you are not the patient and are complaining about clinical care or treatment on someone’s behalf it is usually necessary for the patient to provide written consent. The Complaints Manager must abide by the strict guidelines in place to protect patient confidentiality.

Complaints should be made within 12 months of the event(s) concerned or within 12 months of becoming aware that you have cause to complain. If your complaint is outside this time the Complaints Manager has the discretion to investigate, providing that it is possible to investigate effectively and efficiently.

If you require some assistance in making a complaint there is an Independent Complaints Advocacy Service (ICAS) on hand to offer support. The local ICAS office is based in Cambridgeshire but covers all of Norfolk, Suffolk and Cambridge. ICAS Advocates often undertake home visits if required.

Please see contacts| for further information.

The Complaints Process

West Suffolk Hospital has a responsibility to follow the National Health Service Complaints Regulations. This means that formal complaints must be acknowledged in writing within three working days.

On receipt the Complaints Manager will assess your complaint to identify all the issues you raise. It may be necessary for the Complaints Manager to contact you to discuss these issues and agree how the Trust plans to process your complaint.

After your complaint has been registered, the Complaints Manager will liaise with the relevant senior staff to ensure that a full investigation takes place.

The Chief Executive will then provide you with a full written response once our investigation has been completed. If your complaint is particularly complicated or if there is an unforeseen difficulty when investigating your complaint (such as annual leave) the Complaints Manager will contact you to advise you of the delay.

Complaint Not Resolved?

When you receive your response from the Chief Executive if you are unhappy with the content or require further information you can contact the Complaints Manager directly. In these circumstances it is usual to offer you the chance to meet with the relevant senior staff to discuss your concerns in more detail. Alternatively you may prefer for an additional investigation to take place, in which case the Chief Executive can provide a further written response.

If these measures do not resolve your concerns you can refer your complaint to the Parliamentary and Health Service Ombudsman who will consider whether it is necessary to undertake an 'Independent Review'.

Please see contacts below for further information.

For more information, please see our Complaints Policy, PP002| .

Contacts

Complaints Office
COMPLAINTS MANAGER	Kate Goad
TELEPHONE	01284 713056
ADDRESS	Complaints Office, West Suffolk Hospital, Hardwick Lane, Bury St Edmunds, Suffolk, IP33 2QZ
EMAIL	complaints@wsh.nhs.uk|
PALS Office
TELEPHONE	01284 712555
ADDRESS	PALS, West Suffolk Hospital,  Hardwick Lane, Bury St Edmunds, Suffolk, IP33 2QZ
EMAIL	pals@wsh.nhs.uk|
Independent Complaints Advocacy Service (ICAS)
TELEPHONE / FAX	0300 456 2370
ADDRESS	POhWER PO Box 14043 Birmingham B6 9BL
WEBSITE	www.pohwer.net|
Health Service Ombudsman
TELEPHONE	0345 015 4033
ADDRESS	Millbank Tower, Millbank, London, SW1P 4QP
EMAIL	phso.enquiries@ombudsman.org.uk|
WEBSITE	www.ombudsman.org.uk|

Compliments

Staff are always delighted to receive positive feedback from patients and visitors.  If you are pleased with any aspect of your care you can pass this on by emailing compliments@wsh.nhs.uk |or by writing to the Chief Executive, West Suffolk Hospital, Hardwick Lane, Bury St Edmunds, Suffolk, IP33 2QZ.