Complaints at Combined Healthcare
Making a complaint is never easy – it can be especially difficult when you are in our care or you anticipate using our services again in the future.
By making a complaint, there will be no adverse effect to your current or future treatment or that of a loved one or relative.
We take complaints very seriously and use them to learn and improve our services. Whatever your complaint or concern is about, it can be made either verbally or in writing. Staff in the complaints department are impartial and are there to help you.
Serious or complex complaints and concerns will be subject to the regulations set down by Parliament, the Local Authority Social Services and NHS Complaints (England) Regulations 2009.
How do I make a complaint?
Complaints must be made within 12 months of the event or within 12 months of becoming aware of the event. However, this can be extended at the discretion of the complaints manager.
Verbal complaint
If you feel comfortable doing so, you could raise your complaint with any member of staff who will listen to your concerns. If they cannot resolve your issue, they can forward it to the Patient Experience Team for you.
You can also bring your complaint to the attention of the Chief Executive by calling the Patient Experience Team on 01782 275031 (or freephone 0800 389 9676).
Written complaint
The following methods of contacting us are not for emergency purposes. Please contact the Access Team on 0800 0 328 728 (option 1), your GP, your care coordinator or the emergency services if you need urgent assistance.
You can write your complaint and send it to us in a number of ways.
You can post your complaint to:
Dr Buki Adeyemo, Chief Executive
North Staffordshire Combined Healthcare NHS Trust
Lawton House
Bellringer Road
Trentham
Stoke-on-Trent
ST4 8HH
Email your complaint to:
patientexperienceteam@combined.nhs.uk (emails are monitored Monday to Friday, 9am to 5pm)
Text your complaint to:
07718 971123 (This text service is available Monday to Friday, 9am to 5pm and charged at your provider’s rate.)
Click below to find out how to contact our Patient Advice Liaison Service (PALS).
FAQs
What happens to my complaint once it has been received by the trust?
- You will receive written confirmation that your complaint has been received. This will be sent no later than three working days after the complaint is received.
- A timescale for our response will be agreed with you.
- You will then receive a formal letter of response from the Chief Executive, which will inform you of the outcome of the investigation and any recommendations.
What if I am not satisfied with the outcome of the investigation?
Our aim is to resolve complaints at a local level. If you are not satisfied following receipt of the Chief Executive’s response to your complaint, you will be offered an opportunity to discuss your concerns personally with the relevant senior manager or doctor, if it is appropriate to do so.
What if my complaint cannot be resolved at a local level?
If you remain dissatisfied, you may be offered the opportunity to meet with an Executive Director of the trust, if relevant to the concerns raised and if it is appropriate to do so.
Do I have any other options?
If you are dissatisfied with the response to your complaint from the Chief Executive, you can request that the Parliamentary and Health Service Ombudsman independently review your case. It is a completely independent body of the NHS and government. Its services are available to everyone and are free of charge.
Contacting the Health Service Ombudsman
The Health Service Ombudsman
11th Floor, Millbank Tower
Millbank
London
W1P 4QP
Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: ombudsman.org.uk
What if I do not feel able to complain myself?
If you do not feel able to complain yourself, your relative, carer or advocate can raise your complaint on your behalf.
We will always respect patient confidentiality and will not share any information regarding a patient’s treatment or care with a third party without your written consent.
Is there any help available to me in making my complaint?
There is an advocacy service available for people living in Stoke-on-Trent and a different one for people living in Staffordshire.
Staffordshire advocacy
Healthwatch Staffordshire NHS Complaints Advocacy Service offers independent, impartial and confidential advice and support in pursuing complaints or concerns about the NHS.
Freephone: 0800 161 5600
Text: Healthwatch along with your name and number to 60006
Email: advocacy@ecstaffs.co.uk
Post:
Healthwatch Staffordshire – NHS Complaints Advocacy Service
Suite 2, Opus House
Priestly Court
Staffordshire Technology Park
Stafford
ST18 0LQ
The service operates 9am to 5pm Monday to Friday. Messages left outside of office hours will be responded to within two working days.
Stoke-on-Trent advocacy
Asist works alongside people with physical disabilities, learning disabilities or mental health conditions. It strives to ensure that there is support for people who have difficulty speaking out so they can have an equal voice in the choices and decisions that affect their lives.
Telephone: 01782 845584
Text: 60777
Email: enquiries@asist.co.uk
Website: asist.co.uk
Independent advocacy services
There are a number of alternative independent advocates available to assist you. For further information, please contact the Patient Experience Team at Combined Healthcare.
Monitor
Monitor takes complaints about NHS care providers seriously. However, its duties do not include resolving individual complaints about healthcare providers. To see what Monitor can do to help you make a complaint, click here.
Is this information available in other formats?
We can provide information in another language, large print version, words and pictures, Braille and audio formats.
Please contact our Patient Experience Team to make a request.
