Complaints
A guide for patients, relatives and members of the public
Somerset Primary Care Trust is committed to improving the quality of care to patients, their relatives and their carers. We therefore welcome comments and suggestions on our services. Sometimes problems or misunderstandings can occur and this guide tells you what you do if this happens.
I have a comment/suggestionIf you have a comment on our service or a suggestion for how we can improve it, please speak to the staff of your ward or clinic.
Alternatively, you can write your comment or suggestion down and either send it to us through our feedback section of this website, place it in one of the suggestion boxes located in the community hospitals, or send it to Trust Headquarters at the address below.
Who should I speak to if I am concerned about my care?More often than not our staff will be able to deal with your concerns on the spot.
If you are dissatisfied with the treatment that you, or a relative, are receiving in one of our hospitals, you can speak to the staff of your ward or clinic, the matron or service manager.
Community Hospital
If you are receiving treatment in the community, for example from a district nurse or health visitor, then you should speak to them when they visit you or contact their office at your GP surgery.
Community Services
In both instances if the member of staff that you speak to feels that they, or the matron can deal with your concerns immediately, they will do so. Alternatively, they may say that they will write to you within 5 days with a response to your concerns.
If they feel that they are unable to to respond to you within five days, they will make a record of your concerns and pass it to the Trust’s Complaints Manager for further investigation.
Family health service complaints (doctors, dentist, pharmacists, opticians)
Family health services are independent providers of the service. They have their own complaints procedure and therefore you should raise your complaint with the practice manager at your surgery.
PALS
You can also raise your concerns with the Patient Advice and Liaison Service (PALS) who can help resolve problems and act as a link between you and the staff. PALS can be contacted on 0800 0851 067 or by writing to:
Patient Advice and Liaison Service
Freepost - RRKL-XKSC-ACSG
Somerset Primary Care Trust
Yeovil
BA22 8HR
Website : PALS
If your concern is about services in general (for example, waiting lists), rather than a specific incident, you should write to the Complaints Manager at the address below.
What if I am not satisfied?
If you are not satisfied with the response of the ward or clinic staff, you can make a formal complaint. You can contact the Complaints Manager at the address or telephone number below.
The Trust complaints procedure exists to enable patients or their representatives to raise concerns about treatment or care in a formal way. As well as addressing the immediate concerns of the person making a complaint, the Trust aims to learn from all complaints in order to improve the service offered to patients.
Who can make a formal complaint?You can make a complaint . If you wish to make a complaint on behalf of a friend or relative, we will ask you to seek their written permission.
You should make a complaint within six months of the event about which you are complaining, or within six months of becoming aware of the effects of the event.
Can I get help making my complaint?
If you need help making a complaint, you can contact the South of England Advocacy Projects (SEAP) or the Patient Advice and Liaison Service. Please see the address below.
What will happen after I have made a formal complaint?
Your complaint will be acknowledged within two working days. The complaint will then be investigated. If your complaint is of a clinical nature, it may be necessary for your medical records to be examined. If this is the case, confidentiality will be maintained at all times.
Once your complaint has been investigated, you will be sent a detailed written reply by the Trust's Chief Executive within twenty five working days.
What if I am not satisfied with the response from the Chief Executive?
If you are not satisfied with the Chief Executive's response to your complaint, you can ask for an Independent Review of your case by writing to the Complaints Investigation Team at the Healthcare Commission. You have six months from the date of the Chief Executive's letter to consider this action.
The NHS Complaints procedure has two stages:
- Local Resolution (people's concerns are dealt with in the primary care environment)
- Independent Review (case reviewed separately by the Healthcare Commission)
The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services.
You can contact the Healthcare Commission on 0845 601 3012 or write to them at:
Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ
Fax: 020 7448 9180
E-mail: complaints@healthcarecommission.org.uk
or visit their website: www.healthcarecommission.org.uk
Addresses and Telephone Numbers
The Chief Executive and Complaints Manager can be contacted at:
FREEPOST RRKL-XKSC-ACSG
Somerset Primary Care Trust
Wynford House
Lufton Way
Yeovil
BA22 8HR
Telephone: 01935 384000
Fax: 01935 384079
Email: complaints@somersetpct.nhs.uk
Patient Advice and Liaison Service
Freepost - RRKL-XKSC-ACSG
Somerset Primary Care Trust
Wynford House
Lufton Way
Yeovil
BA22 8HR
Telephone: 0800 0851 067
Fax: 01935 385181
Web:PALS
The following organisations can help you make your complaint:
South of England Advocacy Projects/ICAS
Office Suite, Part 2nd Floor North
Victoria House, Victoria Street
TAUNTON
TA1 3JA
Telephone: 01823 275037
Fax: 01823 275016
Email: taunton.icas@seap.org.uk
