Complaint Handling

The Trust’s approach to complaint handling aims to reduce risks, facilitate learning and drive improvements in the quality and safety of services. If you would like to know about how to make a complaint please click

The Trust operates a complaint process which is in line with the Local Authority Social Services and National Health Service Complaints Regulations 2009. The Trust aims to adopt the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling.

If you are making a complaint, the Trust will undertake an investigation into the issues raised. The patient experience team will request advice and seek assistance from the local manager. For some complaints, the patient experience team will request the expert opinion from staff within the appropriate field or expertise (eg. clinical leadership, fleet or health and safety).

A member of the patient experience team will discuss the content of the complaint with you. They will request consent to progress the complaint if necessary and communicate the investigation plan. Timescales for resolution will be agreed and guidance will be sought on what you would like to see happen as a result of your complaint.

The Trust will endeavour to resolve all issues at a local level and in a timely manner.

Where the care provided to you involves more than one health and social care provider, the Trust will liaise with those providers to ensure that, where possible, you will receive a single response to your complaint. 

Please click on the link to access our complaints form.