AB/SR/FC/
NHS No:
Date
Customer Services Department
Trust Headquarters
St George’s Hospital
Corporation Street
STAFFORD
ST16 3SR
Tel: 0800 318850
Fax: 01785 783234
Name
Address
Private and Confidential
Dear Title Name
I write to confirm receipt of your email/letter dated ___, which was received on
(date). I am sorry you have had cause to complain.
(or)
I write further to your telephone conversation of (date), during which you raised a
formal complaint. I am so sorry you have had cause to complain.
I am sure you will appreciate that we have a duty to protect patient sensitive
information and, to this end, have enclosed a consent form, which I should be most
grateful if you could ask ……………… to complete and return to the Customer
Services Department in the envelope provided. If we do not receive ………..’s
consent by ………………….., we will assume that you do not wish to progress your
complaint and, therefore, will make arrangements to close your file.
As soon as ____ Name ___’s third party consent is received, I will appoint an
Investigating Officer to look into your concerns, on my behalf. As part of their
deliberations, the Investigating Officer will contact you to make arrangements to
discuss your concerns in more detail. At the time of the discussion, the Investigating
Officer will agree with you a timescale for the receipt of the investigation findings and
also the method you would like these findings communicated to you.
Or
I have appointed ………………………….. , ……………………….. , to investigate your
complaint and, as part of their deliberations, I will ask that they contact you to
discuss your concerns in more detail. During this discussion, they will also ascertain
how you would like to receive the findings of the investigation and also the method
you would like these findings communicated to you.
Name
2
Date
The Trust does aim to respond to all complaints within 25 working days from the date
the Investigating Officer has discussed your concerns with you, but if the Trust is
unable to meet this deadline, you will be contacted and the reasons for this delay
shared with you. At this point, a new deadline will be agreed with you.
During the course of the investigation, it will be necessary to access your/name of
service user’s health records held by the Trust. Reassurance is given that any
disclosure will be confined to what is relevant to the investigation of the complaint
and only disclosed to those people who have a demonstrable need to know it for the
purpose of the investigation.
Delete as appropriate:
Staffordshire residents only
Finally, if you would like support in making your complaint, Healthwatch Staffordshire
provide a free, independent and confidential health complaints advocacy service for
residents of Staffordshire. This is a free service which offers some assistance with
guiding you through the NHS Complaints process. Healthwatch Staffordshire is a
specialist advocacy agency, with immense experience and can be contacted on
0800 161 5600. A copy of their leaflet is enclosed. If email enquiry, information can
be found here: www.healthwatchstaffordshire.co.uk/nhs-complaints.
I have also enclosed a copy of an explanatory leaflet which explains the Trust’s
Complaints Procedure, which I hope you will find useful.
Shropshire residents only
Finally, if you would like support in making your complaint, POhWER provide a free,
independent and confidential health complaints advocacy service for residents of
Shropshire. This is a free service which offers some assistance with guiding you
through the NHS Complaints process. POhWER can be contacted on 0300 456
2370 or you can find further details on their website here: www.pohwer.net.
I have also enclosed a copy of an explanatory leaflet which explains the Trust’s
Complaints Procedure, which I hope you will find useful.
For residents outside Staffordshire and Shropshire, the following text is to be sent:
Finally, if you would like support in making your complaint, Healthwatch Staffordshire
is able to signpost you to your local confidential health complaints advocacy service.
This is a free service which offers assistance with guiding you through the NHS
Complaints process and can be contacted on 0800 161 5600. If email enquiry,
information can be found here: www.healthwatchstaffordshire.co.uk/nhs-complaints.
I have also enclosed a copy of an explanatory leaflet which explains the Trust’s
Complaints Procedure, which I hope you will find useful.
Thank you for taking the time to contact the Trust.
Name
3
Yours sincerely
Alison Bussey
Director of Nursing/ Chief Operating Officer
Enc
Date