WHERE CAN I GET HELP? WRITING A COMPLAINT RAISING A The Patient Advice and Liaison Service • Try to make your complaint as soon as (PALS) is available to help, support and possible after the event. This makes it CONCERN assist patients, families and carers with easier for everyone to remember what any concerns about the Trust. happened. We work hard to offer high John Radcliffe • Please give as much information as standards of service and care at Tel: 01865 221473 you can; your name and address; your all times, however, things can Email: [email protected] hospital number; the name of the doctor caring for you and the ward. sometimes go wrong. If this Churchill Hospital happens please tell us as we will do Tel: 01865 235855 • If you are raising more than one Email: [email protected] concern, it helps to number each point. all that we can to put things right This helps us to make sure we answer all for you and to make sure that the Horton General Hospital of your concerns. Tel: 01295 229259 same thing doesn’t happen again. • Please tell us what outcome you want Email: [email protected] from your complaint and whether you This leaflet explains what to do if Nuffield Orthopaedic Centre would like a meeting. you have a formal complaint about Tel: 01865 738126 the treatment or care that you • If you are complaining on behalf of Email: [email protected] someone else, we will usually need a receive at the University Complaints Department short letter, signed by them, confirming NHS Trust. Tel: 01865 221728 that they have given permission for us Email: [email protected] to provide you with details about their treatment or care. • The fact that you have complained will not adversely affect your treatment TALKING IT THROUGH WHAT IF I AM STILL NOT and your complaint is not kept in your If you have a concern about your SATISFIED? medical notes. treatment or care, it is best to try to sort it You can make a formal written complaint If you would like independent support out straight away. If you are an inpatient, by letter or email to: and advocacy when making your or are visiting an inpatient, the best complaint, you can contact: people to talk to are the nurse in charge Chief Executive SEAP on the ward or the Matron. If you are an Oxford University Hospitals Oxford Office NHS Foundation Trust outpatient, please ask the staff at any PO Box 375 reception area to put you in touch with Hastings TN34 9HU the appropriate person in charge. Oxford OX3 9DU Tel: 0300 343 5718 Fax: 01865 725195 [email protected] Email: [email protected] WHAT HAPPENS NEXT? If you need an interpreter or need • We take all concerns and complaints a document in another language, seriously and will conduct a thorough large print, Braille or audio version, investigation. We will then respond to please call 01865 221473. you as quickly as possible. RAISING A • We may contact you when we receive your complaint to discuss it further. • We will formally acknowledge your CONCERN complaint within three working days. • We will do our best to give you a full reply as quickly as possible, usually within 25 working days. • In our reply, we will try to tell you what action we are taking to make sure the Listening problem you raised does not happen again. • As an organisation, we are committed to learning from all the complaints we receive. WHAT IF I AM STILL NOT Responding HAPPY? • If you are still not satisfied you can ask the Health Service Ombudsman to investigate. They will undertake an investigation into complaints where the NHS in has not acted properly For further information about the or fairly, or has provided a poor service. complaints procedure see Improving The Parliamentary & Health Service www.ouh.nhs.uk Ombudsman Millbank Tower, Millbank London SW1P 4QP Tel: 0345 015 4033 www.ombudsman.org.uk November 2017 [email protected] Review November 2020 OMI ref: 35417P