Ways of getting in touch 555


Our customer care team provide a single point of contact for all concerns and complaints across our three hospitals.


formal complaints


The Patient Voice Forum is an active group of patients. They comment on new patient information, get involved in projects and look at complaints.


The Patient Experience Group is a sub-committee of our Council of Governors. They focus on patients’ experiences of our services.


98% 35


“Through your eyes” listening events provide the opportunity for patients, their relatives and carers to tell us about their experiences first hand.


“Hear I am” sessions provide the opportunity to listen to the voices of patients and carers using child health services.


of complaints acknowledged within three working days


Each year we take part in national surveys to help us assess how well we are doing on a yearly basis and compared to other trusts. We also do a number of our own audits and surveys.


Staff can use the SpeakInConfidence system to raise concerns anonymously with the chief executive or chief nurse. Six Freedom To Speak Up Guardians are also on hand to offer advice to anyone wishing to raise concerns.


Hundreds of letters and cards are sent directly to our wards and departments, thanking the staff that cared for them or their relative


working days was the average response time for a complaint


21


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