Postal address for complaints Healthwatch Healthwatch Lincolnshire is the local, Lincoln County independent consumer champion for health Greetwell Road, Lincoln, LN2 5QY and social care services.

Pilgrim Hospital, Boston Unit 12, 1 – 2 North End, Swineshead, Road, Boston PE21 9QS Lincolnshire, PE20 3LR Tel: 01205 820 892 Grantham & District Hospital E-mail: [email protected] 101 Manthorpe Road, Grantham NG31 8DG Web: www.healthwatchlincolnshire.co.uk

Parliamentary and Health Service Other ways to feedback Ombudsman There are a variety of ways you can give us Complaints & If you remain dissatisfied with our ‘Local general feedback. We would like to hear Resolution’ what we did well and what we could have Concerns done better. You will be advised of your right to refer your complaint to the Parliamentary and Health  Our website at www.ulh.nhs.uk Service Ombudsman (PHSO) if all our  Care Opinion at efforts fail to resolve your complaint. www.careopinion.org.uk Help us to get it right

The Ombudsman can be contacted using any of the options below:

Mill Bank Towers, Millbank, London, SW1P 4QP

Tel: 0345 015 4033 Email: [email protected]

Advocacy service

Free and independent advocacy support is available from POhWER; they can support The Trust endeavours to ensure that the you with your complaint: information given here is accurate and impartial. Tel: 0300 456 2370 If you require this information in another Email: [email protected] language, large print, audio (CD or tape) or www.ulh.nhs.uk Web: www.pohwer.net braille, please e-mail the Patient Information team at [email protected] POhWER, P O Box 14043, Birmingham, B6 9BL Issued: Month 201x © United Lincolnshire NHS Trust Review Date: Month 201x ULHT-LFT-XXXX version xx Patient centred . Excellence . Respect . Compassion . Safety The Trust is dedicated to listening, PALS functions include: Complaints Department responding and improving our services  Offer advice and support Complaints should ideally be in writing and when a complaint is made. This is a key  Facilitate quick response to your can be sent by email or post, however, we part of our ‘See it my Way’ patient-centred concerns, typically within 1 – 5 working are able to support anyone wishing or approach which aims to put things right as days needing to raise their issues in any way. soon as we can and to a level with which  Visit inpatients on the ward to discuss Please do not hesitate to contact us as you are satisfied; we also want to make their concerns detailed below. changes to minimise any issues happening  Pass on your ‘thank you’ messages again. We acknowledge that sometimes we  Pass on your suggestions on improving On receipt of your complaint, we will send may not get things right and we are our services you an acknowledgement within three sincerely sorry when this does happen but  Refer your concerns to our Complaints working days. We aim to investigate and we want to encourage you to raise your Department, as appropriate respond to you within 25 - 50 working days concerns so we can put it right and learn though this may be longer (or indeed not as from such situations. We aim to resolve all complaints to the long), depending on the complexity of your satisfaction of the person making the concerns. We pledge to keep you updated if Please be reassured that concerns or complaint. This may be the patient or there are any anticipated delays and our complaints raised will not compromise your anyone else/advocacy organisation making contact details are below should you wish to care or treatment in any way., you have the a complaint on behalf of the patient. If the contact us: right to high quality compassionate care latter, the patient will be required to give irrespective of the nature of the experience consent. Complaints Team: you share with us. Lincoln County Hospital (Near main Telephone: Monday-Thursday 8:30am - 4pm Informing us of your concerns; the reception) Friday 8am - 4pm first step Tel: 01522 707071 Complaints team contact details: If you have a concern about the care or Pilgrim Hospital, Boston (In main treatment you received, or still receiving, the reception)  Lincoln County Hospital first step is to bring this to the attention of Tel: 01205 446243 Tel: 01522 573883 staff (you can ask to speak to the manager,  Pilgrim Hospital, Boston if necessary) in that ward, clinic or Grantham & District Hospital (By Ward 6) Tel: 01205 445689 department as soon as possible. If you are Tel: 01476 464861  Grantham & District Hospital unable to get the support you need, then Tel: 01476 464133 contact PALS. PALS email address (all sites) [email protected] Email address (all sites) Patient Liaison & Advice Service [email protected] PALS opening times (all sites) (PALS) Monday to Friday: 8am - 4pm Web: www.ulh.nhs.uk/palsandcomplaints

PALS is a confidential, on-the-spot advice Text: 07815 707746 Complaints email address (all sites) and support service for patients, relatives [email protected] and carers. PALS prides itself on being an Twitter: @ULHT_PALS impartial service as it liaises with patients Web: www.ulh.nhs.uk/palsandcomplaints Web: www.ulh.nhs.uk/palsandcomplaints and their relatives on one hand and NHS staff on the other.