Complaints

Complaints

At Hinchingbrooke Hospital, it’s our aim to ensure that our patients are treated both properly and promptly. If you do have a concern with the service you have received, we have a complaints procedure in place to ensure that your concerns are handled efficiently, and are thoroughly investigated.

Who can complain?

Anyone who is receiving, or has received, NHS treatment can complain. If you are unable to complain yourself, then someone else, usually a relative or close friend, can complain on your behalf.

Please note that if there is a concern relating to medical issues, the consent of the patient is required.

When can I complain?

It is best to make a complaint as soon as possible after the problem occurs – usually the Trust will only investigate complaints that made within 12 months of the event.

If the time lapse between the event and the complaint is too long, it is more difficult to investigate and it may not be possible to do so effectively and efficiently.

Who do I complain to?

You can complain to the Trust or to the commissioner of the service ( i.e. the Primary Care Trust or Clinical Commissioning Group) but it is usually better wherever possible to tell someone close to the cause of the complaint – a doctor, nurse or receptionist for example.

In many cases, it should be possible to sort out the problem straight away. If you would prefer to talk to someone who is not involved in your care, you can telephone or write to the Patient Advice & Liaison Manager (PALS) or the Complaints Department using the contact details at the bottom of this page.

This part of the procedure is called Local Resolution.

What happens to my complaint?

We take all complaints seriously and will carry out a full investigation into your complaint, involving appropriate staff in order to sort out the problem as quickly as possible. Your complaint will be acknowledged within three working days and you will be invited to discuss your complaint and how it will be investigated, as well as agreeing a timeframe for our response.

In any event we will endeavour to ensure that you receive a full response within 25 working days.

Where there are reasons for this timescale not being achieved, we will keep you informed accordingly.

At any stage during your complaint, you may wish to contact your local POhWER Independent Complaints Advocacy Services (ICAS) for support and assistance:

What if Local Resolution is unsuccessful?

We hope that the response you receive from the Trust answers your complaint satisfactorily. If you feel it does not, please contact the Complaints Manager in the first instance.

The Trust may review the issues you have raised if appropriate. This is also part of what is known as Local Resolution. Often, the most helpful course of action, where a complainant remains dissatisfied, is for them to meet with clinicians or other relevant staff in order to discuss the issues face to face.

If you would like such a meeting to be arranged, or you feel there is any other action the Trust can reasonably take at this Local Resolution stage, please do not hesitate to contact the Complaints Manager.

If you remain dissatisfied with our response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case within six months of receiving a final response from the local healthcare provider.

What cannot be dealt with by the complaints procedure?

  • Some events requiring investigation by a professional disciplinary body.
  • Some events about which you are already taking legal action (the Complaints Procedure cannot provide any financial compensation in cases of alleged medical negligence.)

What if Local Resolution is unsuccessful?

We hope that the response you receive from the Trust answers your complaint satisfactorily. If you feel it does not, please contact the Complaints Manager in the first instance.

The Trust may review the issues you have raised if appropriate. This is also part of what is known as Local Resolution. Often, the most helpful course of action, where a complainant remains dissatisfied, is for them to meet with clinicians or other relevant staff in order to discuss the issues face to face.

If you would like such a meeting to be arranged, or you feel there is any other action the Trust can reasonably take at this Local Resolution stage, please do not hesitate to contact the Complaints Manager.

If you remain dissatisfied with our response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case within six months of receiving a final response from the local healthcare provider.

What cannot be dealt with by the complaints procedure?

  • Some events requiring investigation by a professional disciplinary body.
  • Some events about which you are already taking legal action (the Complaints Procedure cannot provide any financial compensation in cases of alleged medical negligence.

Contact us

Complaints Manager

Hinchingbrooke Health Care NHS Trust
Hinchingbrooke Park
HUNTINGDON
Cambs PE29 6NT
Tel: 01480 416580 (direct dial)
Email: hch-tr.CustomerServices@nhs.net or hch-tr.Concerns@nhs.net

 

PALS Manager

Hinchingbrooke Health Care NHS Trust
Hinchingbrooke Park
HUNTINGDON
Cambs PE29 6NT
Tel: 01480 428964 (direct dial)

POhWER Independent Complaints Advocacy Service (ICAS)

For the Eastern Region – Cambridgeshire, Norfolk & Suffolk
Tel:  0300 456 2370 – charged at local rate.

Parliamentary and Health Service Ombudsman

Millbank Tower
LONDON SW1P 4QP
Tel: 0345 015 4033
Complaints Manager for services provided by CCS (Cambridgeshire Community Services NHS Trust)
c/o Serco Global Services
Claims and Complaints
Blk 26, Ida Darwin Hospital,Old Drift, Fulbourn
Cambridge, CB21 5EE
Tel: 01223 885704 / 01480 398505
Email: ang-sa.Nhscomplaints@nhs.net