Complaints and Legal Services

Complaints and Legal Services
Colchester Hospital University NHS Foundation Trust is committed to looking at ways of improving its service. You can help by telling us what you think - good or bad.

Here we will try to answer some common queries.

If something is not right, what should I do?
Ask to see the person in charge of the ward, department or clinic where you are being seen or treated. It is quite possible they will be able to sort out the problem straight away.

What if I am not happy speaking to the staff involved?
Ask to speak to the Patient Advice and Liaison Service (PALS) located inside the main entrance of Colchester General Hospital. Tel 01206 742936 or the duty matron (bleep 333).

If I am still not satisfied, what should I do?
Please write to the Integrated PALS, Complaints and Litigation Services Manager, Colchester Hospital University Foundation Trust, Colchester General Hospital, Turner Road, Colchester, CO4 5JL.

If you need any advice or help, phone the Complaints Department on 01206 745926 (8.30am to 4.30pm Monday to Friday).

If you are making the complaint on behalf of a patient please be aware of the following:

If the patient is over 16 years they must be aware the complaint is being made
The patient should sign the complaint giving authorisation for its investigation
What happens to my complaint?
You should receive:

a written acknowledgement within two working days
a full reply in four weeks
a progress report if there has been an unavoidable delay
All complaints are thoroughly investigated. They are sent to all staff involved with the case who check the records and make comments. This enables the Chief Executive of Colchester Hospital University NHS Foundation Trust to reply formally to the complaint. Where the complaint has shown up a weakness in our services we take action to ensure we do better in future.

Will I be seen as a trouble-maker if I complain?
No - All comments are valued because:

they give good information
they help us improve the service we provide
Will my treatment be affected if I complain?
Please be assured that the care you receive will not be affected at all. All complaints are treated confidentially and are filed separately from your medical records.

Is there a time limit for making complaints?
It is best to complain at the time of the incident. The earlier the complaint is made, the fresher events are in the memory of everyone involved. It also means that improvements may be made more quickly. For these reasons, complaints can normally only be made within six months of the incident. There are exceptions to this and the complaints manager will be happy to discuss these.

If I am not happy with the Trust's response to your complaint what should you do?
Contact the Chief Executive within four weeks. Explain why you are still unhappy and we will try again to answer any outstanding questions. If you are still dissatisfied you will need to contact the Healthcare Commission to request an independant review of your complaint.

What if I am still not satisfied?
We do hope that this will not be the case. However, should you still be dissatisfied, you can write to the Health Service Commissioner (Ombudsman) who will decide whether the matter can be taken further.

What if I am a private patient? May I use this service?
We regret we are unable to investigate complaints regarding:

private treatment
where legal action is being taken
Before making a complaint - please read our "Making a Formal Complaint" guidelines