**Due to the coronavirus (COVID-19) outbreak, we have paused the investigation of new and existing complaints. This enables our clinical staff to focus on front line patient care.
It also enables our complaints teams to provide vital support to the NHS.
We will continue to review and acknowledge all new complaints and will act upon any concerns about patient safety or safeguarding. However, we will not investigate the complaint or respond until further notice.
All customers awaiting a response to a complaint will be notified that the investigation is on hold.
Some of our offices are not accessible to staff and they are working remotely. If you need to contact us about an existing complaint, please email where possible firstname.lastname@example.org **
If we haven't been able to resolve concerns locally or through PALS, then you may wish to make a formal complaint. We welcome complaints as a way of learning from people's experiences and improving our services.
The PALS & Complaints team can give you help, advice and support in making a complaint. They can put you in contact with local advocacy services who can support you through the complaints process.
Stage 1: Local resolution
If you would like to make a complaint, you should do this as quickly as possible. Usually we will investigate complaints that are:
- Made within 12 months of the event, or
- Made within 12 months of you realising you were unhappy about a specific situation or event.
Once we have received your complaint, we will contact you within three working days to discuss your complaint and agree a way forward on how you would like your concerns dealt with. If we are unable to contact you by telephone, we will acknowledge receipt of your letter in writing.
If you are raising concerns on behalf of someone who has received care from us, then we will need to ask their permission to share with you any confidential and personal information.
We will undertake an investigation into all of the concerns which you have raised. You will receive a full written response within an agreed timescale and we encourage complainants to attend local resolution meetings to help to resolve concerns at an early stage.
You can either write to the chief executive or the complaints & PALS manager at:
Avon and Wiltshire Mental Health Partnership NHS Trust
Bath NHS House,
Bath BA1 3QE
or you can send your complaint to us by email to email@example.com.
The PALS and complaints team can alternatively take your complaint verbally and they will write to you summarising your complaint and ask you to confirm its accuracy.
Support in making a complaint
If you feel that you need support in making your complaint, then you can contact a complaints advocacy service who will be able to help you.
A member of the PALS and complaints team would be happy to provide you with contact details about complaints advocacy in your area if you would like more information about this service.
What if I am still unhappy?
If you are unhappy with the outcome of your complaint, you can ask the Parliamentary Health Service Ombudsman (PHSO) to review this matter. The Ombudsman will only consider complaints that have already been investigated by the Trust.
You can contact the PHSO by contacting their complaints helpline on: 0345 015 4033 or visiting their website.