COMPLIMENTS & COMPLAINTS
At Milestones, we believe that by listening and learning from your experiences we can make our services better for everyone. We welcome all feedback, especially from people who use our services and their families and carers, as you are the best people to comment on your care.
How to make a positive comment or suggestion
We take pride in what we do, and we do our best to make sure you experience the best quality care possible. Sometimes you may feel that a member of staff, or a whole team, has provided you with exceptional service, or gone the extra mile to help. If you would like to tell us about these occasions we would be delighted to hear from you, as it helps us to understand what you consider to be a good experience and encourages us to continually improve what we do.
If you would like to let us know about a positive experience, you can do so by talking to the staff locally, by sending them a letter, card or by emailing us at firstname.lastname@example.org
We also welcome suggestions about how to improve our service, however big or small the idea.
How to make a complaint
Our aim at Milestones is always to provide excellent care, but there may be times when you are not happy with the service that you have received. Should this be the case we would welcome the opportunity to do what we can to put things right, and to learn from your experience.
Our complaints policy is designed to keep the process as simple as possible so you find it easy to share your experience with us.
Anyone who is receiving or has received our services can make a complaint, or you can tell us about your concerns on a patient’s behalf, with the patient’s permission (this is usually a relative or close friend of the patient).
Talk to staff about your concerns
The best thing to do, if you feel comfortable to do so, is to speak to staff at the time. They would like the opportunity to resolve issues for you as soon as possible.
If you would like to complain more formally
If you have talked to staff and remain unhappy, you can complain more formally either verbally or in writing to:
Clinical Management Team
Tel: 01603 782200
Option 1 - Clinical Administration
Option 2 - HR and Accounts
What happens when we receive a complaint?
We find that the earlier people tell us about things that have gone wrong, or that they are unhappy, the quicker we can find out what happened. We may not be able to look into a complaint about something which happened over 12 months ago.
The Clinical Team Leaders will look into your complaint and try to resolve this with you within 2 working days. Where a patient chooses to make a complaint, they are to be provided with a complaint form. These are available on the main ward. Some patients may require support to complete the complaints form. Where this is required, staff are available to assist. They also have the right to contact advocacy services for support with their complaint. Patients are to be supported with access to advocacy where needed.
We may also ask you for more information to make sure we have all of the facts.
Although patients and their carers are encouraged to submit complaints in writing, formal complaints may be accepted verbally or through other means of communication such as sign language.
If you are unhappy with our response to your complaint
We may be able to do more to help, for example we could ask someone to look at the way we investigated your complaint, or arrange a meeting with you to discuss what we found in more detail.
If you remain unhappy or dissatisfied with the outcome of your complaint or concern you may write to or ask for your complaint to be forwarded to the hospital manager at Milestones. She will write to you acknowledging your complaint and will appoint an appropriate manager to investigate the complaint and respond within a timely manner. The hospital manager will aim to resolve all complaints within the statutory 21 days. Where this is not possible she will write to advise you of the reason and of the estimated time frame of resolution. If you remain unhappy with the outcome of the complaint you have the right to contact the Care Quality Commission where the matter can be investigated further.
Tel: 03000 61 61 61
Fax: 03000 61 61 71
Write to CQC at:
CQC National Customer service centre
Newcastle upon Time
A detailed Complaints policy is available on request.