Meeting with us to discuss your complaints

Introduction

The Trust wants to look into complaints thoroughly and fairly and to give you feedback when you have a concern about care and treatment. One method to feedback is during a complaint meeting and this leaflet has been written to help you get the best outcome.

Why are we meeting?

The aim of the meeting is to talk about the outcome of your complaint investigation and to give you an opportunity to talk about it.

The staff attending the meeting may not be the staff who cared for you or your loved one, but they will be aware of your concerns and the issues you have raised.

You have the chance in the meeting to ask the staff to explain further if there is something you do not understand.

What if I change my mind about having a meeting?

We understand it can be worrying to attend a meeting, so if you do change your mind about attending, please let the Care Group Patient Safety Team know who arranged the meeting.  You can discuss other ways to receive the outcome of the complaint investigation with them if that is easier.

What you can expect from us:

• We will compassionate
• We will actively listen to your concerns
• We will be open and honest
• We will be respectful and kind
• Our doctors and nurses will try not to use medical jargon so please let them know if there is something you do not understand.

What we expect from you:

• Please treat everyone in the room with respect, even if you disagree with them.

• Please do not use bad language or behaviour. We operate a zero tolerance policy with this.

• Please listen to the information provided by our staff who will help to answer your questions.

• Try to stick to the questions you have already raised. This is to make sure there is enough time to get the answers you need.

• The meeting will need to finish on time, as our doctors and nurses may need to go back to their wards and department when the meetings ends.

Can I record the meeting?

Occasions may arise where you wish to make an audio recording of the meeting. This is fine as long as:

• Any recording is done openly.

• The recording process itself does not interfere with the meeting.

• You are aware that the recording is confidential for personal use and that you must not share it with anyone else unless the people you recorded have agreed.

• The members of the meeting are aware of the request to record the meeting, no less than one week prior to the meeting date.

• You understand that failure to do the above could result in action by the Trust.

After the meeting:

• You will receive a written summary covering key points of the discussion with any actions agreed during the meeting within 21 working days.

• If you feel the meeting notes do not reflect the discussion, you may write or email your comments and we will record the meeting notes.

Further Contact:

If you have any concerns or would like any further information, please contact the team that arranged the meeting. Their contact details are on the letters sent to you.

Comments, concerns, compliments or complaints

Patient Experience Team (PET)

We are continually trying to improve the services we provide. We want to know what we’re doing well or if there’s anything which we can improve, that’s why the Patient Experience Team (PET) is here to help. Our Patient Experience Team is here to try to resolve your concerns as quickly as possible. The office is based on the ground floor at the University Hospital of North Tees if you wish to discuss concerns in person. If you would like to contact or request a copy of our PET leaflet, please contact:

Telephone: 01642 624719

Freephone: 0800 092 0084

Opening hours: Monday to Friday, 9:30am to 4:00pm

Email: [email protected]

Out of hours

Out of hours if you wish to speak to a senior member of Trust staff, please contact the hospital switchboard who will bleep the appropriate person.

Telephone: 01642 617617

Data protection and use of patient information

The Trust has developed Data Protection policies in accordance with Data Protection Legislation (UK General Data Protection Regulations and Data Protection Act 2018) and the Freedom of Information Act 2000. All of our staff respect these policies and confidentiality is adhered to at all times. If you require further information on how we process your information please see our Privacy Notices.

Telephone: 01642 383551

Email: [email protected]

Leaflet feedback

This leaflet has been produced in partnership with patients and carers. All patient leaflets are regularly reviewed, and any suggestions you have as to how it may be improved are extremely valuable. Please write to the Clinical Governance team, North Tees and Hartlepool NHS Foundation Trust, University Hospital of North Tees, TS19 8PE or:

Email: [email protected]