Experiences count leaflet
Experiences count
Lincolnshire Partnership NHS Foundation Trust (LPFT) provides specialist health services for people with mental health problems and learning disabilities.
We are constantly striving to put our service users at the heart of all we do. We are following a number of values to improve the quality and responsiveness of our care, develop more services based around prevention, and challenge the stigma associated with mental health.
We actively seek feedback about our services and recognise the right of people 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 doing it.
The Trust wants to make sure that it is easy for anyone to make a complaint and to give feedback about how services can be improved. Service users and carers need 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 service users and carers feeling satisfied with the way their complaint has been handled and confident that the Trust has learnt from their experience.
Therefore, the Trust acknowledges the importance of an effective and efficient complaints procedure. Complaints should be enabled and we encourage everyone to speak openly and freely about their concerns. They should be reassured that whatever they say will be treated with the appropriate confidentiality, sensitivity and care.
Local resolution
The NHS complaints procedure covers complaints made by a person about any matter connected with the provision of service and care.
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 Patient Experience Lead has the discretion to waive this time limit if there are good reasons why you could not complain earlier.
Who can complain?
A complaint can be made by a service user, a person affected or likely to be affected by the actions or decisions of the Trust, or by someone acting on behalf of the service user or person, with their consent.
To whom should I complain initially?
You can raise your concern immediately by speaking to a member of staff (e.g. doctor or nurse) or by contacting the Patient Experience Team, where our Patient Experience Advisor may be able to resolve your concern without the need to make a more formal complaint to the Patient Experience Lead or Chief
Executive.
However, if you do want to continue with your complaint, you can do this orally or by writing (including email) to the Trust or our commissioners.
You will be given the opportunity to discuss your complaint and agree the best way forward within an agreed time frame. You should also be kept informed of progress, especially if the agreed timescale is not going to be met.
You can contact the Patient Experience Advisor at Lincolnshire Partnership NHS Foundation Trust by using the following contact details:
FREEPOST RSAZ-SJHU-CKYK
Patient Experience Team
Lincolnshire Partnership NHS Foundation Trust
Unit 9, The Point
Lions Way
Sleaford
Lincs NG34 8GGTel: 01529 222 265
Email: LPFT.PALS@nhs.net
If you remain unhappy after local resolution, you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
Where can I get further advice and help?
All services and the Patient Experience Team at LPFT can provide advice, including details about local independent complaints advocacy services. Please visit our website for further details: www.lpft.nhs.uk
The NHS Complaints Advocacy Service (VoiceAbility) provides advice and support to people who want to complain about the NHS. Details are available at: helpline@voiceability.org or by calling 0300 303 1660 (charged at your local rate)
Call your local Citizens Advice Bureau.
The Department of Health’s website also has information on the NHS complaints procedure, at www.dh.gov.uk
To whom should I complain initially?
You can contact the Patient Experience Advisor at Lincolnshire Partnership NHS Foundation Trust by using the following contact details:
FREEPOST RSAZ-SJHU-CKYK
Patient Experience Team
Lincolnshire Partnership NHS Foundation Trust
Unit 9, The Point
Lions Way
Sleaford
Lincs NG34 8GG
Tel: 01529 222 265
Email: LPFT.PALS@nhs.net
