ࡱ> JLI5@ Lbjbj22 5,XXL"""""""6  46 (n$rtttttt$R3V""".""rr$"" 18 ".0P(66""""" \r\*66d x 66 HOW ARE WE DOING? We hope to provide the highest possible standards of service and care. We hope you feel that the care you have received from us was effective, appropriate and considered. If so, we would be delighted to receive comments and letters of appreciation from you. Likewise, if there is anything at all which you are not happy about, we need to know. We welcome suggestions and comments from people who use the service, and those who care for them, so that we improve the way we do things. You comments and suggestions will be considered by our Patient Experience Group and shared with the Board of the Trust. Please note that if you raise an issue about our care of someone else, we will need to ask that person for permission for us to respond to you about the matters raised. THE PATIENT ADVICE AND LIAISON SERVICE You may have concerns about the Trusts services that you would like resolved without feeling that you wish to complain. In this case the Trusts PALS (Patient Advice and Liaison Service) Officer can help. PALS has three key roles: 1. Resolving patients, carers, and relatives concerns quickly and efficiently. 2. Helping to improve the outcome of care. 3. Providing information to patients to help them make the best use of the NHS Contact details can be found on the cover of this leaflet. WHO DO I TALK TO IF I WANT TO COMPLAIN? In the first instance, please talk to a member of staff providing your or your relatives care. If you do not feel able to do this, ask to see the unit or team manager, or ask for the name of the local Service Manager. If you dont feel able to talk to a member of staff and would prefer to put your views in writing, please send your letter to the Complaints Manager at the Trust Headquarters address on the front of this leaflet. However you communicate with us, we will reply as soon as possible. If you raise an issue directly with a member of staff, they may be able to sort it out immediately. Written complaints will be acknowledged within two working days, with a full reply within 20 working days signed by the Chief Executive unless there are issues that will need a longer time to resolve. If that is the case, we will write to you to explain the delay. The Trust Board takes a particular interest in complaints, and the Patient Experience Group monitors what happens as a result of them. WHAT IF I AM NOT SATISFIED? If you are not satisfied with our reply to your complaint, we will try to help further. If we do not feel able to, or if a further reply is still not to your satisfaction, you have the right to ask for an Independent Review by the Healthcare Commission within 28 days of receipt of our response. You will be given details about this when we respond to you. IS THIS AS FAR AS I CAN GO? If you are not satisfied with the outcome of the Independent Review procedure, the next step is to contact either the Health or the Local Government Ombudsman, as appropriate. Information about how to do this will be sent to you when the review process has been completed the Ombudsmen are not able to take up matters unless all the local procedures have been gone through first. NEED SOME HELP? If you would like some help in putting your views forward, there are local organisations that offer this assistance. They are independent of the Trust. Independent Complaints Advisory Service Tel 0845 1203782 Advocacy in Somerset Mendip Advocacy 3 Quadrant Court Seager Hall Middle Street Union Street Taunton TA1 1SJ Wells Tel: 01823 324762 For an appointment, telephone The Bridge: 01749 836600  HOW ARE WE DOING? Information about the Complaints Procedure and the Patient Advice & Liaison Service. 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