- Last Updated: Wednesday, 01 April 2020 09:26
Let us know your views ...
There are a number of ways that you can give your opinion about the care provided by the Trust. Whether you are a patient, visitor, or member of the public, all views are important to us. You are the community we serve and we need to know to continue to improve our services.
PALS can offer you on-the-spot advice and information when you have queries or difficulties about our services or the care you have received.
They will listen to your concerns and help you find ways of resolving them.
Complaints and Compliments
Our staff can't accept gifts but all personal compliments can be sent to our Patient Experience team or via the ward staff.
We apologise if you feel you have received poor service from the Trust. Our patient experience team will help you resolve any issues or process a formal complaint.
Employee of the Month
The judging panel are looking for colleagues who, in the past month, have displayed exemplary behaviour and truly shown that they have lived one, or more, or our Trust Values
You can vote online here.
Patient Panel and Membership
You can also play an active part in the running of the Trust via the Patient Panel. The group has a wide remit and meet regularly to discuss issues affecting care and services.
If you live in the local constituencies, you can also become a member of our Foundation Trust. We also have elections for individuals to sit on the Council of Governors of the Trust.
All our staff work very hard to provide the best care for you and your family. If you have had a positive or negative experience, you may want to leave a comment on the NHS Choices website for each hospital:
Our monthly board meetings have a section for public comments and you are welcome to sit on on a session.
All documentation is published in advance of the meeting and you can find out the future dates by clicking here.
Our patient experience Team is continuing to monitor compliments and complaints from patients and carers.
We are continuing to respond to existing concerns and complaints however, given the immense pressure facing our staff, we are asking people to accept an extended timeframe for replies of 35 working days (from 25 working days).
Following advice from NHS England has advised we have suspended our NHS Complaints Process for new complaints received from Monday 30th March 2020 for three months. Given the fast changing nature of the pandemic, we may need to suspend the process beyond this initial three-month period. We continue to monitor issues relating to patient safety or practitioner performance.
Most of the Patient Experience Team are working from home and so will generally communicate with patients and carers by email.
The PALS telephone line 01932 723553 is open from 09:00 to 20:00 seven days a week. Please call PALS for updates about your relatives, information about dropping off items for patients or if you have any concerns.
Freedom of Information Requests and Access to Records
We try to publish as much information as we can on our websites, but if you have a specific question you can send us an FOI request. Requests are normally free (we shall let you know in advance if they will incur a charge) and have a 20 working day time limit for us to release the information
Under the Data Protection Act, if you are the subject of the information, you can make a Subject Access Request (for example, to read your medical records). There may be a £50 fee for the release of the information and we will need proof of identity to protect confidentiality.