Patient and public involvement
Complaints
How to complain
Whilst we are always pleased to receive comments in appreciation of our services, we acknowledge that we do not always get it right. We treat complaints seriously and want to ensure that we learn from them, taking action to improve our services. Our aim is to provide the highest standards of service and we welcome your comments and suggestions to assist us in achieving this aim.
Making a complaint can be daunting, but help is available. The Independent Complaints Advocacy Service (ICAS) is a national service supporting anyone wishing to make a complaint about NHS care or treatment.
If you have any concerns, we aim to do all we can to resolve these as quickly as possible. There are a number of ways that you can help us to do this.
Please ask to speak to a member of staff as soon as you can. This could be a consultant, the ward sister, nurse in charge, matron, or the departmental manager. They will listen to your concerns and take action to ensure these are investigated and addressed as appropriate.
Another way for you to provide feedback on your experience is through our online complaints form.
If you would prefer to express your concerns in writing you should address all correspondence to the Chief Executive or the Customer Care Manager at:
United Lincolnshire Hospitals NHS Trust
Lincoln County Hospital
Greetwell Road
Lincoln
LN2 4AX
Email: customercare@ulh.nhs.uk
Telephone: (01522) 573969
We will acknowledge receipt of all complaints within three working days and then agree a complaint plan with you and a date by which you should expect to receive a response.
However you choose to raise your concerns, be assured that they will be fully investigated. The details will be registered with the complaints department along with actions taken to resolve them. This information is then brought to the attention of the Trust’s management teams and used for learning, to prevent a recurrence.
We also assure you that your care and service provision will not be negatively affected by the fact that you have made a complaint.
Patient Advice and Liaison Service (PALS)
PALS provides confidential on-the-spot advice and support and guidance to you about the different services available from the NHS. In addition, they will direct you to the correct place if you have any concerns or queries about the care provided by either NHS Lincolnshire or community health but please do not contact them if your query/concern is about our hospitals - please contact our customer care team instead.
Telephone: 0845 602 4384
Email: info@lincspals.nhs.uk
Website: http://www.lpct.nhs.uk/en/Our-NHS-Services/pals/
Independent Complaints Advocacy Service (ICAS)
If you need help or assistance in making your complaint, this independent organisation can offer you confidential support free of charge:
Telephone: 0300 456 8347 (calls are charged at local rate)
Email: lincolnicas@carersfederation.co.uk
Website: http://www.carersfederation.co.uk/
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