Freedom of Information Publication Scheme

Class description: Policies, procedures and contacts for complaints.

The Trust welcomes any comments, good or bad, about its services. If anyone is not happy with the service the Trust is providing, or has provided, the Trust would like to know about it. Complaints give the Trust the opportunity to respond to people's dissatisfaction and provide useful information from the perspective of service-users, their families, friends, carers and the wider general public which can help to improve services and plan for the future.

The Trust acknowledges the importance of an effective and efficient complaints procedure. We aim to treat all complaints seriously, listen carefully to what complainants have to say, investigate any concerns thoroughly, confidentially, fairly and quickly.

Wherever possible, people who are dissatisfied with a service should speak to any member of the Trust's staff at the place where that service is provided. If you wish to talk to someone who is not involved with the care, please contact

Our aim is to resolve problems on the spot or within two working days.

Alternatively people can write to the Chief Executive. We endeavour to acknowledge such letters within two working days. The concerns will be investigated, and The Chief Executive will respond, usually within twenty working days.

The Trust follows the NHS Complaints Procedure. This is available online or from the Complaints Manager, who can also provide the following documents:

• Trust's Complaints Policy and Procedure
  
  
• Leaflet 'How do I Comment or Complain?'
  
  
• Handling Habitual or Vexatious Complainants

The Patient Advice and Liaison Service (PALS) is a confidential service which offers information and advice to anyone using their local community health service. It responds to queries and suggestions and helps to facilitate informal resolutions to local health concerns. PALS can be contacted at:

The Independent Complaints Advocacy Service (ICAS) is a free and independent service which can offer help and support in making a complaint about an NHS service. ICAS can be contacted at:

ICAS
Gloucester and District Citizens Advice Bureau
75-81 Eastgate Street
Gloucester
GL1 1PN

Tel: 01452 423647

ICAS Information

If you are dissatisfied with the Trust’s response to your complaint, you can contact:

The Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester M1 9XZ

Tel: 0845 601 3012> Healthcare Commission Information

If you are remain unhappy with the outcome of your complaint, you can contact:

The Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0845 0154033

Health Service Information

The Ombudsman will not normally investigate a complaint if the local complaints procedure has not been completed.

Statistical and anonymised information about complaints is published in the Trust's Annual Report. The Trust Board also receives regular quarterly reports on complaints and PALS, in the quarterly Patient Experience Report, which are in the Board Papers.

Patient confidentiality is observed in accordance with the Data Protection Act 1998. The Trust does not publish details of individual complaints or any other information containing person identifiable data.