We would like to hear from you if you think we have done something well or if you have any suggestions on how we could do things differently. Also, we want to know if you have any concerns about the service we have provided.
All feedback is important to help us review our services and ensure we are offering what is right for our patients.
If you would like to tell us about your experience, give thanks or comment, please get in touch.
Sometimes things do not go just as you would like them to. In the first instance, we would ask you to speak to the staff in the ward or department. Many problems can be resolved quickly by talking to the staff who are involved in your care. Misunderstandings can happen and can often be resolved quickly. Speak to the nursing staff looking after you or ask to speak with the nurse in charge.
If you feel that you are not able to speak directly to staff caring for you, the Patient Advice and Liaison team can help you.
Patient Advice and Liaison Service (PALS)
The PALS Team can:
- Listen to your concerns about any service the hospital is providing for you and your family – but will need the patient’s consent if you are not the patient.
- Provide information on NHS services
- Support you through an anxious time as a patient, relative, friend or visitor.
- Help sort out any problems quickly by liaising with staff.
- Support you in making your concerns heard
- Monitor any problems and look for themes and trends
- Give a voice to patients to influence change
How to contact us
Compliments, Comments or Concerns
Hull University Teaching Hospitals NHS Trust
Hull Royal Infirmary
Please note: Our phone line is open from 9.00am to 4.30pm, Monday to Friday. The PALS team do not have a public office at Hull Royal Infirmary, but can visit patients on the ward if required. There is an office at Castle Hill Hospital located in Main Reception, Entrance 2. No appointment is required, although we would suggest you ring ahead to ensure a member of staff is available at the time you wish to attend.
How we handle complaints
You have the right to make a complaint about any aspect of care provided by Hull University Teaching Hospitals NHS Trust. Normally this should be within 12 months of the event or within 12 months of learning of the problem.
It is helpful to us and to you if you put your complaint in writing. This gives you an opportunity to really consider the questions you wish to be addressed, along with your desired outcome. The Chief Executive will appoint a member of the Patient Experience Team to support you through the complaints process and ensure your questions are answered. Please include a telephone number so that the Patient Experience Officer can contact you to discuss your complaint in more detail.
Any concerns/complaints raised about the services provided by this Trust are investigated in accordance with the Local Authority Social Services and National Health Service Complaints (England) Regulations. Our aim is to offer an accessible, personal and flexible approach, by treating each complaint according to its individual nature and the wishes of the person raising the concerns. Please be assured that concerns raised by patients and/or their relatives are used constructively to effect change and improve services.
Please be aware that this Trust aims to provide a timely response to complaints, however, this is determined by the complexity of the investigation. It is anticipated that a response will be available between 25 and 60 working days; however the average time for a response to a complaint is within 40 working days.
The investigating manager allocated to your complaint may offer to meet with you to enable you to discuss your concerns with relevant staff members and/or their line managers. This is called a Resolution Meeting. To ensure the meeting is effective you will be asked to agree the questions and issues you would like to discuss to ensure that correct preparation can take place. The meeting will be documented in a Being Open report which is a summary of the meeting with focus on any actions identified. A copy of the being open report will be provided to you. You will be provided with the opportunity to make any comments regarding the report and whilst these will be incorporated into the complaint file, the notes will not be altered.
For independent support, guidance, information and representation on making a complaint about the NHS, please contact Independent NHS Complaints Advocacy. To access this specialist support please contact Cloverleaf Advocacy (0300 012 4212) if you live in the East Riding or Healthwatch Hull if you live in Hull. Anyone living outside these areas can contact ICA in their local area who will assist them with their complaint.
Parliamentary Health Service Ombudsman
If, following the investigation into your complaint you remain dissatisfied and every effort has been made to resolve your complaint within the Trust, there is a second stage to the NHS Complaints Procedure, which involves the Parliamentary and Health Service Ombudsman, who can be approached to look at your complaint for you.
The complaints process is non compensatory so if you seek financial redress this is not an outcome that can be achieved and you might wish to seek legal advice regarding this.
Outcome of any staff disciplinary action
As a result of any complaint, if a staff disciplinary issue is identified, the outcome of any internal disciplinary investigation will not be disclosed to the complainant.
Recording of complaint information
Please be advised that the issues raised in your complaint have been entered on the risk management database, which is a system used by the Trust to collate information relating to complaints and incidents. This provides invaluable information with which actions can be implemented to improve services where appropriate. The database is held separately to medical records and access is strictly controlled and limited to authorised users only. We would like to assure you that raising a concern does not prejudice the treatment or care provided to an individual.
Discrimination as a result of raising a complaint
If you feel that you have experienced discrimination or been treated unfairly by any member of the Trust’s staff as a result of raising your concerns please contact the Patient Experience Team by telephoning (01482) 674326 as soon as is reasonably practicable.