There may be times when you or your relatives have concerns or questions about the care and treatment you are receiving, or you may need some support. The Patient Experience team can help you with this.
They will listen confidentially to your concerns and give you information that is relevant by contacting independent, statutory or non-statutory organisations such as Advocacy or the Carers’ Association.
The Patient Experience team can also help by sorting out any disagreement or concerns you may have with any NHS service. You can ask a member of staff to contact the team on your behalf, or you can contact the service using the freephone helpline (0800 027 2128).
We also offer an Advocacy service, which can support, represent and inform you, should you need assistance in obtaining your rights or resolving a difficult situation.
Advocates are independent of the Trust and will act on your instructions only. They can help you plan for and attend meetings. The service is confidential. You have the right to access this type of support. An Independent Mental Capacity Advocacy Service (IMCAS) is available for people who struggle to make decisions about their affairs. Please contact ward staff for further information.
Spiritual needs:
A multi-faith chaplain is available for you to talk to. If you wish to see the chaplain or you a faith representative of your choosing please ask a member of the ward staff to contact them on your behalf. If you need somewhere to worship or a quiet place to be alone you can also arrange to visit the Multi-Faith Room at the Ashbourne Centre.
Interpreting facilities:
An interpreter is available for any person whose first language is not
English.
Your feedback
Our staff are firmly committed to providing the best possible treatment and care for you. We are keen to improve what we do by listening to what you, your relatives and visitors tell us.
We welcome your comments on what you think we do well and where we could improve. The key points for the Trust are:
- getting it right
- being customer focused
- being open and accountable
- acting fairly and proportionately
- putting things right
- seeking continuous improvement.
Each ward has a comments box which you are invited to use if you would like to bring anything to the attention of staff, please ask a member of staff where the box is located. We value your opinions.
Also, if you or your relatives are particularly pleased with the care you have received during your stay or would like to compliment the team as a whole, or individual members of staff, there is also a compliments book available.
If you have any problems or concerns, it’s best if you talk to staff on the ward (or your Care Co-ordinator) first as they might be able to resolve these for you, but if they can’t, or if you would prefer to talk directly to our Complaints Manager, you can contact them on 01332 623751 or write to our Complaints Manager at the following address:
Patient Experience Team
Albany House
Kingsway Hospital Site
Derby
DE22 3LZ
Raising concerns with us will not affect the way we treat or support you – we want to know if we’ve not got it right.
