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Experience counts - comments, compliments and complaints | Lincolnshire Partnership NHS Foundation Trust
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Experience counts - comments, compliments and complaints

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We want you to be completely satisfied with our services. That is why we value your comments and suggestions, both positive and negative.

  • what do we do best?
  • how could we improve things?
  • is our service friendly and well organised?
  • have you been treated fairly?
  • is there anything else we could offer you?

We want to encourage you to give us feedback on our services. We recognise that everyone has the right to comment on or complain about any aspect of the service they receive. Please let us know if we have done something particularly well and we will keep on doing it.

We want to make sure that it is easy for anyone to make a complaint and to give feedback about how services could be improved. We want you to feel confident that making a complaint will not result in any reduction or loss in service. Complaints should be treated positively and, where possible, leave you feeling satisfied with the way your complaint has been handled and confident that we have learnt from your experience.

Therefore, we acknowledge the importance of a helpful and well-organised complaints procedure. You should feel enabled and encouraged to speak openly and freely about your concerns. Whatever you say will be treated with confidentiality, sensitivity and care.

If you would like to say thank you

Our staff appreciate being told that they have helped someone recover or had a positive impact on improving someone’s life. If you would like to thank a team or member of staff involved in your care you can write to the team or individual directly. Alternatively, write to or telephone our customer services manager who will record your appreciation and pass on to the team involved.

If you want to tell others about your experience

If you have used our mental health services and want to tell others of your experiences, a new independent website, Care Opinion, has been set up to give people the opportunity to share stories and opinions on services they received.

Read more about Care Opinion by using this link

 

If you have a complaint

We hope it won’t happen, but unfortunately you may feel it necessary to make a complaint about our services. The procedure you should follow is described below. You can complain about any matter connected with our services and care.

Who can complain?

A complaint can be made by a service user or person affected, or likely to be affected by our actions or decisions, or by someone acting on behalf of the person, with their consent.

What is the time limit for making a complaint?

You should normally complain within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about. However, the customer services manager has the discretion to adjust time limits if there are good reasons why you could not complain earlier.

Who should you complain to?

You can raise concerns immediately by speaking to a member of staff (e.g. doctor or nurse)

However, if you do want to continue with your complaint you can do this by calling or writing (including email) to our customer services team or by contacting the NHS Complaints Advocacy (POhWER) on Tel: 0300 456 2370.

You will be given the opportunity to discuss your complaint and agree the best way forward and a time frame for your response. You should also be kept informed of what happens, especially if the agreed timescales are not going to be met.

You can contact the customer services team by using the following contact details:

FREEPOST Plus RSAZ-SJHU-CKYK
Customer Services Team
Lincolnshire Partnership NHS Foundation Trust
Trust Headquarters
Unit 8, The Point
Lions Way
Sleaford
Lincs   NG34 8GG
Tel: 01529 222265
Email: PALS@lpft.nhs.uk

 

If you are still not happy

If you still unhappy after receiving a response, you can complain to the Parliamentary and Health Service Ombudsman. You can contact the Ombudsman on 0345 015 4033 (calls to this number cost the same as a call to a UK landline) 8.30am - 5.30pm, Monday - Friday.

You can also request a call back. Just text 'call back' with your name and your mobile number to 07624 813 005 (charged at your standard text rate) and they will call you back within one working day during their office hours.

Alternatively, you can email your complaint to: phso.enquiries@ombudsman.org.uk, fax it to: 0300 061 4000 or write to:

The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London   SW1P 4QP

For further information please visit their website:

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.
 
Visit their website by using this link.

Telephone: 0300 456 2370 or at local rate for Lincolnshire: 0300 200 0084