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Complaints and Patient Experience

We always welcome your feedback – whether it is positive or negative, we would like to know. The information below gives you a guide on the different types of feedback and how to get in touch with us. 

Comments
If you have any suggestions about how we can improve our services, we would really like to hear from you. Please contact us. You can call us (9-5pm Mon-Fri) on 02382 311200 or email shft.customerexperience@nhs.net   

Concerns
Any concerns that you have are often best dealt with when they arise. We would encourage you to explain your problem to a member of staff in the first instance. In many cases, it should be possible to sort out the problem straight away by talking to the person you have already been dealing with, or perhaps their manager. 

However, as a service user, patient, relative or carer, sometimes you may need to turn to someone for free, confidential, and timely help or advice. The Complaints and Patient Experience team can help you to resolve any concerns that you may have about the care and treatment provided, at an early stage. 

Complaints
Staff work hard to provide a high standard of care, however, sometimes things do go wrong.
When they do, we would like the opportunity to put things right as quickly as possible and learn from them. 

We understand that it may not be an easy decision to complain. The Complaints and Patient Experience Team can assist you with making a complaint and will guide you through the process. We will discuss with you how you wish your complaint to be handled and together, we will be able to agree on the timeframes involved.

You can expect a thorough investigation as well as the opportunity to meet with relevant managers, if that is appropriate. All complaints are treated in the strictest of confidence and are only discussed with members of staff involved and their managers.

Raising a complaint as soon as possible after the event will help us to investigate the issues effectively. Providing a contact number will enable us to get in touch with you right away. Details of complaints are not kept in your health records. Making a complaint will not affect your ongoing or future care and treatment in any way

Compliments
As a Trust, we appreciate how important feedback is and just as we like to know when things go wrong, it is also helpful to know when we are doing things well.

This not only helps boost staff morale and motivation, but also allows us to identify which areas are doing better than others. We can then try to replicate that practice across other areas of the Trust.

If you are pleased with the service you have received, we ask you to either let the staff know directly, or to contact us.

 

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Contact the Complaints and Patient Experience team 

  • Call 023 8231 1200
  • email: shft.customerexperience@nhs.net   
  • Write to: FREEPOST RSJL- JXSX-ATUE, Complaints and Patient Experience Team, 5 Sterne Road,  Tatchbury Mount, Calmore, Southampton SO40 2RZ

 

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