Providing Feedback
Purpose of Patient Experience Team: WUTH encourages feedback to improve services. Patients, carers, and visitors are invited to share experiences, positive or negative. Contact them via phone or email for assistance. Braille and tape services are available. Scope of Complaints: WUTH handles complaints about its services, excluding private healthcare or issues with other NHS providers. Timeline for Formal Complaint: Formal complaints should be made within 12 months of the event. The team will make initial contact within three working days. The team aims to reply within 40 working days. Resolution and Communication: Face-to-face meetings can be arranged to discuss concerns. Your care will not be affected by raising concerns or making complaints. Concerns lead to learning opportunities for improvement.
Review Process: If unsatisfied with the response, contact the Parliamentary and
Health Service Ombudsman (PHSO). PHSO may offer an independent review. PHSO is independent of the NHS and government.
Who Can Raise Concerns or Complain: Anyone receiving care or treatment at WUTH can complain. Relatives, friends, or carers can complain on your behalf with permission.
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