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Maidstone Tunbridge Wells NHS Trust aim to provide a local acute health service second to none through our hospitals and services, but we really do need you to tell us when you feel we do not get it right, and when we can do better. If you have a complaint about the care or services you received, we will investigate your complaint thoroughly and if the complainant is a patient, ensure that your right to care, treatment or services is not compromised by your complaint. Where mistakes have occurred we will give you a full open and honest explanation, and say what action we have taken to prevent others experiencing the same.
We want to hear your suggestions and ideas about our services by completing the feedback form at the bottom of this page or by email to: mtw-tr.palsmaid@nhs.net
We always do our best, sometimes under very difficult circumstances, but if you are unhappy with your visit to the hospital or the service you have received please let us know. We may be able to set your mind at rest and change things to improve them for you and other patients.
A complainant can be a person affected or likely to be affected by the actions or decisions of an NHS organisation, providing NHS services or treatments. A complaint can also be made on behalf of a patient or person once their written consent has been obtained. The first port of call is to tell the person in charge of the ward or department of your worry or problem. If they can help they will be happy to do so.
Formal Complaints:
If you do not want to talk to the staff directly caring for you or your relative, or wish to make a formal complaint, then please let us know :
Your complaint will be processed in line with The Local Authority, Social Services and National Health Service (Complaints) Regulations 2009. We aim to acknowledge receipt of your complaint in writing within 2 working days. We will investigate your complaint thoroughly and we will aim for the Chief Executive to send you a letter of response covering all of the issues that you have raised within 25 working days of having received your complaint or consent form. If for any reason the investigation is delayed, we will write to you explaining the reason for the delay.
If you require help in making your written complaint then an independent organisation called ICAS (Independent Complaints Advocacy Service) is available to support anyone in pursuing a complaint about the NHS. Your local contact is:
Independent Complaints Advocacy Service (ICAS)
Address:
ICAS SEAP Head Office 7th Floor Cavendish House Breeds Place Hastings East Sussex TN34 3AA
Tel: 0330 440 9000 Fax: 01424 204687
ICAS Officers provide complainants with the information, advice and support needed to help them through the NHS Complaints Procedure. ICAS officers can explain the NHS Complaints Procedure and what to expect from it, and can advise on further options once a response has been received.
The level of support will depend on the needs of the client and can include assistance with writing a letter of complaint and attendance at any meetings arranged as part of the complaints procedure.
Independent review of your complaint
If you are not satisfied with the results of the Local Resolution process, you can ask for an Independent Review of your complaint. Any request should be made within six months of receiving the Chief Executives letter of response or following receipt of the notes from the Local Resolution Meeting. You should state clearly which parts of your complaint you are dissatisfied with and the reasons why you require an Independent Review of your complaint.
Please note that the Trust will consider all applications for an Independent Review on a case by case basis. Therefore, it is possible that there maybe occasions when the Trust will decline a request.
The Health Service Ombudsman
If you were to be dissatisfied with this response, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made directly to the address given below.
However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.
Time limits to the making of a Formal complaint
Because it becomes increasingly difficult to investigate a complaint with the passage of time it is important to use your right to complain as soon as possible after you become aware of the problem.
Under the complaints procedures, complaints should be received no more than twelve months after you become aware of a problem or an incident, all complaints received after this time frame will be considered by the Trust on an individual basis, depending on the circumstances.
Compliments
Tell us when you think a trust employee or service has done well by completing the feedback form below or by email to: mtw-tr.palsmaid@nhs.net
Our Patient Advice & Liaison Service, also known as PALS, can help and give advice on any issues relating to your hospital experience by listening, offering support and helping to find solutions to any difficulties or concerns you are having. Please refer to our PALS section >
Trust Policy for managing Complaints - Policy under review
We are reviewing our policy for managing Complaints, Concerns, Comments and Compliments in the Trust and would welcome your views on the document. The policy was developed two years ago in response to changes in the legislation governing the way NHS Trusts handle complaints. The review has made only a few changes to the policy - mainly to take into account some changes in the team and the procedures we use to try and make sure we answer all concerns raised fully and in a timely fashion.
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