When we investigate your complaint, we will:
- Investigate your concerns in a fair and open way.
- Tell you what happened and let you know about any mistakes that have been made. We will answer any specific questions that you have asked.
- Apologise for any care failings.
- Tell you about any changes we are making to the way we run the hospital.
- Do our best to make the process friendly, simple and sympathetic. Our team understand that any problems in hospital can be very distressing to those affected.
There are some things we can’t do through this procedure:
- We can’t provide any compensation as part of the first stage of the NHS Complaints Procedure.
- Some cases that involve disciplinary action against staff have to be investigated under a different procedure (we will let you know if this affects your case, but limited details will be given due to confidentiality).
- If you are concerned about something that happened a long time ago (usually over 12 months ago), we may not be able to investigate your complaint.
There are many outcomes that can be achieved while pursue a complaint but they mainly fall within these themes:
- Apology & acknowledgment of our error
- Service Improvement
- Staff Training
- Implementation of treatment or action
- Changes to hospital policies or procedures
If you want to make a legal claim for compensation then the complaints procedure will not be able to help with this as these matter are handled by our legal team. If you wish to pursue this action we suggest that you contact Action against Medical Accidents or a solicitor.
Claims for Compensation
The NHS Complaints procedure does not make provision for payment of compensation although modest ex-gratia payments (goodwill payments) may be considered in certain circumstances. If you want independent advice on making a claim for clinical negligence, this can be obtained from Action against Medical Accidents (AVMA) . There helpline is available on their website.