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 We aim to provide the highest possible standards of service and care.
We hope you feel that the care you have received from us was effective, appropriate and considered. If so, we would be delighted to receive comments and letters of appreciation from you.
Likewise, if there is anything at all which you are not happy about, we need to know. We welcome suggestions and comments from people who use the service, and those who care for them, so that we improve the way we do things.
Please note that if you raise an issue about our care of someone else, we will need to ask that person for permission for us to respond to you about the matters raised.
There are three ways to make your comments, which will be acknowledged :
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By email to pals@sompar.nhs.uk
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By telephone to 01278 432022
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By mail to: PALS Officer
2nd Floor, Mallard Court
Express Park
Bristol Road
Bridgwater
Somerset
TA6 4RN
Please raise any concerns, criticisms, or suggestions that you have about the services provided by the Trust. Your views will help us to improve the way we work, and will be valued by future users of our service.
Who Do I Talk To If I Want To Complain?
In the first instance, please talk to a member of staff providing your or your relative’s care. If you do not feel able to do this, ask to see the unit or team manager, or ask for the name of the local Service Manager. If you don’t feel able to talk to a member of staff and would prefer to put your views in writing, please send your letter to:
Somerset Partnership NHS and Social Care Trust
Complaints Manager
2nd Floor, Mallard Court
Express Park
Bristol Road
Bridgwater
Somerset
TA6 4RN Email: complaints@sompar.nhs.uk
Tel: 01278 432077
However you communicate with us, we will reply as soon as possible. If you raise an issue directly with a member of staff, they may be able to sort it out immediately.
Written complaints will be acknowledged within two working days, with a full reply within 20 working days unless there are issues that will need a longer time to resolve. If that is the case, we will write to you to explain the delay.
The Trust Board takes a particular interest in complaints, and monitors what happens as a result of them.
What If I Am Not Satisfied?
If you are not satisfied with our reply to your complaint, we will try to help further. If we do not feel able to, or if a further reply is still not to your satisfaction, you have the right to ask for an Independent Review within 28 days of receipt of our response.
You will be given details about this when we respond to you.
Is This As Far As I Can Go?
If you are not satisfied with the outcome of the Independent Review procedure, the next step is to contact either the Health or the Local Government Ombudsman, as appropriate. Information about how to do this will be sent to you when the review process has been completed – the Ombudsmen are not able to take up matters unless all the local procedures have been gone through first.
Need Some Help?
If you would like some help in putting your views forward, there are local organisations that offer this assistance. They are independent of the Trust.
Independent Complaints Advisory Service
Tel: 0845 1203782 www.seap.org.uk/icas
Advocacy in Somerset
Unit 3 Bowdens Business Centre
Hambridge
Somerset
TA10 0BP
Tel: 01458 253053
Mendip Advocacy
c/o The Bridge
Priory Health Park
Wells
Somerset
BA5 1TJ
Tel: 05602 952 956
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