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Comments, Compliments, Concerns and Complaints
PALS and Complaints Service, Patient Relations Office, Whittington Health, Whittington Hospital, Magdala Avenue, London N19 5NF
Tel: 0207 288 5551 Fax: 0207 288 5822 Text: 07825 420944E-mail: [email protected]
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Comments, Compliments, Concerns and ComplaintsThis leaflet gives you information on how to comment on, raiseconcerns, make a complaint or compliment services provided byWhittington Health.
Whittington Health want to offer the best possible service.
• If you have a query or a question – ask us• When we get it right – compliment us• When we don’t – raise your concern or make a complaintWe will listen and learn from the feedback we receive.
To tell us about health services, you can1. Speak directly to the people providing services to you, as this is
often the best way of resolving any problemsor
2. Contact our PALS and Complaints Service
You can come and talk, telephone, or write to us:PALS and Complaints Service, Patient Relations Office, Whittington Health, Whittington Hospital, Magdala Avenue, London N19 5NF
Tel: 0207 288 5551 Fax: 0207 288 5822 Text: 07825 420944E-mail: [email protected]
Go onto our website www.whittington.nhs.uk or NHS Choices on www.nhs.uk
We will investigate your concern and do our best to sort out theproblem as quickly as possible.
If we are unable to deal with your concern informally within 48 hours,you will be given the opportunity to make a formal complaint.
Making a formal complaintThe first stage is called local resolution; where Whittington Health will try to resolve your complaint. We take complaints seriously,believing they are an opportunity to put things right and stopproblems recurring.
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Who can complain?Anyone who is receiving or has received NHS treatment or services cancomplain. You can also complain for a friend or a relative, but you musthave their consent.
When should I complain?It is always best to make your complaint as soon as possible, while thememory of the incident is still fresh for all involved. Complaints willusually only be investigated within 12 months of the event. However,this can be extended if there is a good reason why the complaint wasnot made within the timescale and it is still possible to investigate thecomplaint effectively and fairly.
If you need help making a complaintContact the Independent Complaints Advocacy Service (ICAS) at:
POhWER ICAS, CAN Mezzanine, 32-36 Loman Street,Southwark, London SE1 0EH
Tel: 0300 456 2370 Minicom: 0300 456 2364 Fax: 0845 337 3062
ICAS provides advocacy support to people who wish to make acomplaint about the service that they have received from the NHS. ICASAdvocates can help you draft or write a complaint letter and attendmeetings with you.
When making a formal complaint, you will be requiredto provide the following information• Your name, date of birth, address and telephone number• If you are acting on behalf of someone else; their details and consent• A list of the things you are complaining about• A summary of what happened, who was involved and when it
happened, giving dates if possible• How you would like your complaint to be resolved e.g. by phone,
through a meeting or a written response
Confidentiality In order to look into your concerns, it may be necessary to review yourmedical and other related records. If you do not want us to do this,please tell us, but please bear in mind that this may limit our ability toinvestigate your concerns.
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How will Whittington Health handle your complaint?• We will ensure all complaints are investigated thoroughly and fairly
and that you receive a response• We will acknowledge your complaint within three working days and
contact you to agree how best to address it• We will usually respond within 25 working days. If there is a delay
we will contact you to let you know the reason• You will receive a response including a full explanation of what
happened, an apology if one is due, an explanation of lessonslearned and any actions taken to prevent it reoccurring. You will begiven the opportunity to discuss the problem with those concerned
If you are not satisfied with your response• Contact us and explain why you are not satisfied. Identify the issues
that you feel have not been addressed fully. The service will reviewthe issues and respond further if they are able to do so
• Consider asking to meet with the service to clarify the response andtry to reach a satisfactory outcome
If you remain dissatisfiedYou may request that your complaint be reviewed by the Parliamentaryand Health Service Ombudsman (PHSO).• Your request must be made within 12 months of your complaint• You should explain why you consider a review necessary• The Ombudsman will advise you if the complaint falls within
their remit• The Ombudsman will only consider a complaint after it has gone
through the local resolution stage of the complaints process
Contact details for The Parliamentary and Health Service Ombudsman are as followsThe Parliamentary and Health Service Ombudsman (PHSO),Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033 Minicom: 0300 061 4298E-mail: [email protected]
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Remember…Whether you raise a concern or make a complaint, rest assured thatyour care will not be adversely affected. Concerns and complaints aretaken seriously and never ignored.
If you wish to make a comment, compliment, concern or complaintand English is not your first language, you can get help from theInterpreting Service by telephoning 020 7288 5191 / 5114 / 3226 or e-mail to [email protected]
Greek
Turkish
Spanish
Polish
Bengali
If you require this leaflet in any other format, please contact thePatient Advice and Complaints Department.
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pSi usted desea hacer un comentario, cumplido o si tiene alguna inquietud o queja y su primer idioma no es el inglés, puede obtener ayuda del Servicio de Interpretación, llamando al 020 7288 5191/ 5114/3226
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You can also make comments to Voluntary Action Islington LINks - whoare an independent network of local people funded to help you have asay in improving local services. Contact details are:
Address: 200a Pentonville Road, London N1 9JPTel: 020 7832 5814 Website: www.vai.org.uk
To raise concerns about social care services, please contact:For Islington Adult Social ServicesLondon Borough of Islington, Customer Service Unit, 7 Newington Barrow Way, London N7 7EP
Tel: 020 7527 8046 / 8047E-mail: [email protected]: www.islington.gov.uk
For Islington Children’s Social ServicesLondon Borough of Islington, 3 Elwood Street, London N5 1EB
Tel: 020 7527 8048E-mail: [email protected]: www.islington.gov.uk
For Haringey Children’s and Adult Social ServicesLondon Borough of Haringey, Feedback & Information GovernanceTeam, Floor 7, River Park House, 225 High Road, Wood Green, London N22 8HQ
Tel: 020 8489 2550
E-mail: [email protected]: www.haringey.gov.uk
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Comments, Compliments, Concerns and Complaints Form
Please fill in this form if you have a Comment, Compliment,Concern or Complaint and send it to:
PALS and Complaints Service, Patient Relations Office, Whittington Health, Whittington Hospital, Magdala Avenue, London N19 5NF
Please tick one of these boxes:
This is a:Comment �� Compliment �� Concern �� Complaint ��
Contact details: Your name: ______________________________________________________
Your address: ____________________________________________________
__________________________________________________________________
Postcode: ________________________________________________________
Daytime Phone Number: __________________________________________
Mobile: __________________________________________________________
Your e-mail: ______________________________________________________
Please identify your preferred method of communication:__________________________________________________________________
If you are making this complaint on behalf of someone else, pleasecomplete their details below:
Name of the person you are representing: __________________________
Their address: ____________________________________________________
__________________________________________________________________
Postcode: ________________________________________________________
Contact phone number: __________________________________________
E-mail: __________________________________________________________
Signed consent for you to act on their behalf:
__________________________________________________________________
�
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Please use the space below to give details of your comment,compliment, concern or complaint.
(If necessary please continue on a separate sheet)__________________________________________________________________
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Please sign to confirm that you would like us to progress this matter:
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Please tick if you would like a response: �
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