We always take complaints seriously. If things have gone wrong, we want to ensure we learn from them so that mistakes are not repeated in the future.
If you are unhappy with any aspect of your care or surroundings, please talk with the person in charge of the relevant ward or department, such as the modern matron. The PALS team are also available to help.
We want your stay with us to be the best it can be, so we would prefer to try to resolve any problems as they happen rather than wait until you have left and it is too late.
Please click here to find out more about how the PALS may be able to help you resolve any problems early.
If, having spoken to PALS and the person in charge of the ward or department concerned, you are still not satisfied and wish to make a complaint, please contact the complaints department on 01782 555481.
Alternatively, you can write to:
The Chief Executive
University Hospital of North Staffordshire
Trust Head Quarters
Royal Infirmary
Princes Road
Hartshill
Stoke on Trent
ST4 7LN
Or:
The Chief Nurse
University Hospital of North Staffordshire
Trust Head Quarters
Royal Infirmary
Princes Road
Hartshill
Stoke on Trent
ST4 7LN
You should normally make your complaint within twelve months of the event you want to complain about, or within twelve months of the date you found out about the problem.
We will record any details you provide, and we may share them with appropriate members of staff. This will help us to make sure we deal with any problems fully.
If you make a complaint, we will contact you to confirm the issues, identify the outcomes you expect and agree a timescale for, and preferred method of, response. We will investigate the complaint and respond to you by the method preferred, within the agreed timescale. Our response will tell you about the results of the investigation and any action we plan to take to deal with the problem. You will be offered the opportunity to meet face to face with Trust representatives, either before or after the investigation.
If we cannot complete our investigation within the agreed timescale we will contact you to explain the reason for the delay and agree a new timescale.
If your preferred method of response was verbal (by telephone or a meeting) this will be followed up in writing.
If you are not happy with our response or would like any clarification, we will agree your outstanding issues with you and take further action to resolve your concerns to your satisfaction.
Independent review
If you are dissatisfied with our response after we have investigated your complaint, we will be happy to discuss your outstanding concerns or provide any clarification. If you subsequently remain unhappy with the Trust's response, you have the right to ask the Health Service Ombudsman to review your complaint. The Health Service Ombudsman carries out independent investigations into complaints about UK government departments and their agencies, and the NHS in England - and helps improve public services as a result.
Contact Address
Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
The Central Office of Information has produced a booklet explaining how you can complain to the Ombudsman. This is available in wards and departments and from the Complaints Department (telephone 01782 555481).