• Reassurance that your care and POhWER treatment will not be affected as a result of making a complaint. Tel: 0300 456 2370 • To be informed of any appropriate Email: [email protected] actions resulting from your complaint. Web: www.pohwer.net Telephone: Monday-Thursday 8:30am - 4pm POhWER, P O Box 14043, Birmingham, B6 Friday 8am - 4pm 9BL Lincoln County Hospital - 01522 573883 Your Experience If you are unhappy with the Pilgrim Hospital - 01205 445689 outcome of your complaint Counts Grantham Hospital - 01476 464133 We hope our response will resolve your Email address (all sites) issues. If you are still not satisfied with our [email protected] handling of your complaint, you have the right to refer your case to the Parliamentary Web: www.ulh.nhs.uk/patients/patient- and Health Service Ombudsman (PHSO), How to say thank you, make experience/feedback/ which makes final decisions on unresolved a comment, get an answer to Postal address for complaints complaints about the NHS in England. It is an independent service, which is free for a concern or make a formal Complaints Team, Lincoln County Hospital, everyone to use. Greetwell Road, Lincoln, LN2 5QY complaint The Parliamentary and Health Service Complaints Team, Pilgrim Hospital, Sibsey Ombudsman, Millbank Tower, Millbank, Road, Boston PE21 9QS London, SW1P 4QP Complaints Team, Grantham & District www.ombudsman.org.uk Hospital, 101 Manthorpe Road, Grantham [email protected] NG31 8DG 0345 015 4033 (Monday-Friday 8:30-5:30) Can I get help to make my The Trust endeavours to ensure that the complaint? information given here is accurate and impartial. If you would like help to make your complaint support is available. A complaints If you require this information in another advocate is independent of the NHS and language, large print, audio (CD or tape) or can offer practical support such as help with braille, please e-mail the Patient Information writing letters, attending a meeting with you team at [email protected] and explaining the options available. © United Lincolnshire Hospitals NHS Trust This service is free to anyone making a Issued: January 2020 Review: January 2022 complaint about their NHS treatment or ULHT-LFT-2890 v 5 www.ulh.nhs.uk care. Listening to your feedback colleagues. Please visit www.ulh.nhs.uk/ PALS opening times (all sites) about/staff-awards/ At United Lincolnshire Hospitals NHS Trust Monday to Friday: 8am - 4pm we aim to provide safe, effective healthcare to I do not want to complain but I want Text: 07815 707746 our community. Your feedback helps us something to be done improve the quality of our care and your Twitter: @ULHT_PALS overall experience. If you are unhappy with any aspect of your care, please try and discuss your concerns Web : https://www.ulh.nhs.uk/patients/ Most NHS care and treatment goes well. If early on with a member of staff from the patient-experience/feedback/ you have received excellent care or had a relevant service (e.g. one of the doctors, What if I want to make a complaint? particularly good experience, please let us nurses or other staff caring for you). Often know. they can resolve the issue quickly or provide Complaints should ideally be in writing and can be sent by email or post, however, we However, things can sometimes go wrong. If you with information or advice to help you are able to support anyone wishing or you are unhappy with your care or the service decide what to do. needing to raise their issues in any way. you have received, it is important to let us Please do not hesitate to contact us as know so we can improve our services. PALS In some cases you may feel more detailed below. How to give feedback about the care comfortable speaking to someone not directly You can also contact PALS and an adviser you have received involved in your care. will be happy to give you help and advice if • You can speak directly to a member of PALS offers impartial advice and assistance you are unsure whether or how to complain. staff involved with your care to patients, their relatives, friends and carers. You should make your complaint within 12 • You can contact our Patient Advice and They can listen to feedback (positive or months of the incident or within 12 months of Liaison Service (PALS) negative), help you get answers to your the matter coming to your attention. This time • Complete a Friends and Family Test questions and liaise on your behalf to help limit can sometimes be extended as long as it survey resolve any concerns about our Trust is still possible to investigate your complaint. • Our website www.ulh.nhs.uk/patients/ services. patient-experience/feedback/ Anyone can complain. A family member, • You can share your experience on Care Please note that the PALS team cannot offer carer, friend, or your local MP can complain Opinion www.careopinion.org.uk/ counselling, a diagnosis, detailed medical on your behalf with your permission. information or advocacy. However, please be youropinion If you are acting on behalf of a patient we will assured that if PALS cannot help you they will All your comments will be shared with the need to ask the patient for their consent. direct you to other sources of help. staff involved in your care so that we can recognise good practice and improve our Lincoln County Hospital (near main What can I expect if I complain? services. All information will be treated reception) - 01522 707071 • Acknowledgement of your complaint within confidentially. Pilgrim Hospital (in main reception) - 01205 three working days. • You may wish to nominate a member of staff 446243 A formal investigation of your complaint. • for a Staff Award, which recognises the To be kept informed of progress and Grantham & District Hospital (by ward 6) achievement of staff who have made a provided with a full response. 01476 464861 difference by doing something extra in their everyday work for patients, visitors or PALS email address - [email protected] .