Comments and complaints

We are focused on providing the best care and support that we can. However we are aware that sometimes we may not get it quite right. If that happens we would like to know about it as soon as possible. This will help us to give you the service you deserve and help us to improve our services for others.

We understand that you might feel uneasy discussing any issues you have with us, because you fear it might affect your or your loved one’s day-to-day care, or the relationships you have built with our staff. However please be reassured that any matter brought to our attention will be dealt with quickly and in confidence.

We will focus on trying to put right whatever is causing you concern. If you do have an issue you wish to bring to our attention, please speak to any member of staff or call our Lead for Patient Experience 01372 461821 or email: enquiries@pah.org.uk

A copy of the Complaints Procedure is available below or from reception on request.

Complaints procedure

Your views are important to us. They help us to know what we are doing well and where we can improve. You should never be put off making a complaint because you don’t want to make a fuss or because you don’t want to get someone into trouble. The complaints procedure is an important tool for us to identify where we are going wrong and so benefits others using our service.

We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, it should be made in writing to the Chief Executive within 12 months of the incident that caused the problem. You can complain on behalf of someone else if they wish you to and are unable to do so themselves. It may be necessary for the person you are representing to sign a form of authority once the complaint is submitted.

What happens next?

If you have put your complaint in writing to the Chief Executive, it will be acknowledged in writing within 2 working days of receipt. Your complaint will then be investigated. If there is any delay, you should be kept informed. When we investigate your complaint we will aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned if you would like to do so.
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

The Chief Executive will write to you with the findings of her formal investigation into your concerns within 28 working days. Alternatively, should you wish to make a comment to an independent body, you may contact our regulators.

For Clinical Care comments please contact the Care Quality Commission, at the address below for:
Care Quality Commission National Correspondence
Citygate Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone no. 03000 616161

For Fundraising comments please contact the Fundraising Regulator at the address below:
Fundraising Regulator
2nd Floor, CAN Mezzanine
49-51 East Road
London, N1 6AH
Telephone no. 0300 999 3407

Duty of Candour

As an organisation we recognise the importance of openness and honesty. When things go wrong we will acknowledge where we went wrong, and we will be clear and swift in our apology. We recognise the expectations of our patients and carers and we will support you whilst reflecting and learning. We will take responsibility and put in place what is required to reduce risk and improve the way that we care so that you can remain confident in the service that we provide.