Compliments and Complaints

At The Christie, we welcome any feedback that you can give us - good or bad - about any aspect of your contact with the hospital. We need to know if we are not providing you or your relative or friend with a good service. We also like to know when we are getting things right. This leaflet explains how you can let us know what you think.

I don't want people to think I'm a trouble-maker or a grumbler…

All the staff at The Christie are interested in giving the best service they can. If this is not happening, they would like to know. All concerns are taken seriously, because they give us the chance to check any flaws in our service and improve it for patients now and in the future.

If you raise a concern, this will not affect your treatment or care in any way.

There are a number of ways in which you can let us know what you think

1. Talk to the staff you are in contact with

On the reception desks, on the wards or in the department of the hospital you are visiting. Or you can ask to speak to the person in charge of whatever part of the hospital you are in. If you have a problem, they will do their best to sort it out. If they can't deal with this matter, they will contact someone else who can.

If you would prefer to speak to someone not connected with that department, you can ask to speak to a different senior manager.

2. Speak to the PALS Service

The Patient Advice and Liaison Service (PALS) provides a confidential listening, advice and support service for any patient or member of the public who has problems using Christie services. Providing on the spot help and advice it aims to provide information and/or resolve any concerns as quickly as possible. PALS can be contacted by calling 0161 446 8217 or emailing pals@christie.nhs.uk

3. Fill in a Christie comment form

These forms give you the chance to say what you think needs improving - or what you particularly appreciated. They're on display in Oak Road reception foyer, in the Out-patients department, in the Cancer Information Centre on the glass corridor and in the main corridor opposite Ward 2. Or you can fill the form in on the Christie website.

You may find it easier and quicker to fill one of these forms in, rather than write a letter, but the choice is yours. You can complete these forms anonymously if you wish. If you would like a response, please ensure you provide your telephone number and/or address.

4. Write to the Chief Executive

You can also provide feedback/raise concerns to the Chief Executive at the following address:

You can provide feedback or raise concerns via your local LINKS network or through your patient governor.

6. Surveys

We regularly run different surveys throughout the hospital and you may be asked to take part in one of these. If you do not wish to be involved when asked to participate in a survey, please do not feel that you have to do so.

If you would rather raise concerns through someone independent of The Christie

You can contact ICAS, the Independent Complaints Advocacy Service. ICAS supports people through the NHS complaints procedure, and provides free and confidential advice. ICAS provides a range of help, including help with writing letters and support at meetings. You can contact ICAS on 0300 456 8350. They will arrange for an ICAS caseworker to contact you.

We would expect to hear from you within twelve months - but it's easier to investigate a concern if it's made as soon after the event as possible.

How we will respond to your concerns

When we receive your feedback, we will contact you to discuss the concerns you have raised and agree how we will address them. This can be done in a number of ways. The manager responsible for the area you have concerns about can contact you by telephone or in writing to address your concerns, PALS can provide a response to you, or you may wish to meet with the appropriate staff.

Timetable

If your concerns cannot be resolved straight away:

• we will acknowledge receipt of your concerns within 3 working days either in writing or by telephone.
• we will provide you with a full response to your concerns, wherever possible, within the timescale we agree with you.
• we will provide a response in a manner which we have agreed with you, proportionate to the issues raised. This can be in writing, by telephone or at a meeting.

If there is a delay in dealing with your concerns, we will keep you informed of our progress at regular intervals.

If we have a meeting with you to try to resolve your concerns, we will write to you with a summary of the matters discussed.

If our final response does not satisfactorily answer your concerns, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to investigate your case. Their complaints helpline can be contacted on 0345 015 4033. Alternatively you can write to them at:

 

April 2009 (Review April 2012)  CHR/216-10/4.11.03

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