Complaints

Complaints can be received by post in writing, by email, or verbally to a member of the Complaints team.

Raise a complaint online

 

Telephone : 01733 678028

 

Write to the Complaints team

Complaints Department

‘The Hub’

Peterborough City Hospital

Edith Cavell Campus

Bretton

Peterborough

PE3 9GZ

 

Email : nwangliaft.complaints@nhs.net

If you are unhappy with an aspect of care, treatment or service that occurred in the last 12 months and requires a more detailed investigation this is the route to choose. A senior member of staff within the relevant area will be appointed to investigate the issues raised and a written reply is offered to provide you with a response, you may also be contact as part of the investigation and meeting may be offered. We aim to provide a response within 40 or 50 working days.

 

·         We would suggest that you send your complaint within a year of when you became aware of the problem you were complaining about.

·         Provide as much information as possible, including your name, address and contact details, the names of any staff, ward numbers, clinics or departments involved and, if possible, your hospital or NHS number

·         It would help if you could identify the specific points and questions you would like addressed.

·         If you are raising a concern on behalf of another person, we will need to seek appropriate consent, even if that person has sadly died.

·         Consent may also be required to approach other agencies.

 

On receipt of your complaint, we undertake initial checks to ensure:

·         We have the patient’s full details to enable us to identify the correct medical records

·         The complaint is made within twelve months of the event or the complainant being aware of the event

If we have a telephone number for you, we will attempt to contact you to discuss your concerns and the complaints process.

·         We will acknowledge receipt of your complaint within three working days

·         If required, we will request consent to disclose confidential information

·         We will identify the correct Division to investigate your complaint

The complaint investigation is not completed by the Complaints team, this is complete by the relevant Division who provided the care and or treatment.

During the complaint investigation:

·         A thorough investigation is carried out by the appointed Lead Investigator

·         the Lead Investigator or the Division will contact you directly to discuss this

·         A meeting will be offered

·         If the Division are delayed in their response, they will update you

 

The investigation will aim to;

• Carry out an investigation and offer an explanation for what happened
• Offer an apology
• Learn from your complaint and implement actions and learning

Investigation outcomes

Having completed our investigation, we will provide you with a response either in writing or a template following a meeting. The Trust response will be accompanied by a covering letter signed by our Chief Executive Officer,  a member of the Executive Team, or the Complaints team and a patient experience leaflet.

We aim to provide a full resolution of your concerns. 

If you are dissatisfied with the response

Please contact the Complaints Team, either in person or in writing. 

Telephone: 01733 688028
Email:  nwangliaft.complaints@nhs.net

Request an independent review of your complaint

To request an independent review of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO)

With every complaint response that is shared a patient experience leaflet is provided for patients/families to provide feedback on the complaints process. There is a QR code on the leaflet for you to scan.

Should you wish to complete this and are unable to access the QR code please follow the link below. 

Feedback form

You will also be sent a text message to complete feedback should you wish.

The complaints process does not cover the following:

• Claims for negligence
•  Disciplinary issues
• Lost property

·         The Trust will take your complaint seriously

·         Your complaint is not kept in your medical notes and will not affect your future care

·         We value your opinion and are committed to learning from the feedback we receive