www.chelsea-pensioners.org.uk
your complaint Please outline below
margaret thatcher infirmary Margaret Thatcher Infirmary (MTI) The Royal Hospital Chelsea, Royal Hospital Road, London, SW3 4SR
Reception: 020 7881 5448 Email: mtireception@chelsea-pensioners.org.uk
useful addresses
Infirmary Complaints Manager: Deputy Matron, Susan Williams Margaret Thatcher Infirmary Royal Hospital Chelsea Royal Hospital Road London SW3 4SR
susan.williams@chelsea-pensioners.org.uk Local Government Ombudsman - England (All residents - private and local authority funded) Tel: 0300 061 0614 www.lgo.org.uk/adult-social-care Care Quality Commission: Care Homes Regulatory Offices Care Quality Commission Citygate, Gallowgate, Newcastle Upon Tyne NE1 4PA
For office use only Date received: Manager signature:
Tel: 03000 616 161 www.cqc.org.uk
complaints & concerns
how to make a complaint about the margaret thatcher infirmary
complaints We believe that if a Pensioner or their representative wishes to make a complaint or register a concern they should find it easy to do so. It is the Infirmary’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. We want to ensure that complaints are dealt with properly and that all complaints or comments by Pensioners and their relatives and carers are taken seriously. The Infirmary recognises that failure to listen to or acknowledge complaints will lead to an aggravation of problems, dissatisfaction and possible litigation. The Infirmary believes that most complaints can be remedied early, openly and honestly at a local level between the claimant (the person who is complaining) and the Infirmary. The Infirmary’s complaints procedure complies fully with the current legislation and regulations. The use of this procedure does not affect your rights or your right to complain to your local care homes regulatory office. This number can be obtained from the care home or by calling the helpline number overleaf.
making a complaint
How to make a complaint The manager who is responsible for any Infirmary complaints is Susan Williams – Deputy Matron & Registered Manager (see contact details overleaf). You can complete the form on this leaflet and put it in any of the boxes located on each ward, hand it in to reception, outline your complaint in the ward Comments & Suggestions book, or write a letter. You can also speak directly to the Senior Ward Staff Nurse, Deputy Matron or Matron, but you may be asked to put your complaint in writing and we will support you to do this, if necessary. Complaints Procedure • Every written complaint is acknowledged within two working days. • Investigations into written complaints are held within 28 days. • All complaints are responded to in writing by the Infirmary. • Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and Pensioners. • If you are dissatisfied with the local response, you can refer your complaint to the Matron, CEO or Governor for further investigation in the first instance. If you are still not satisfied, you can take your complaint to the Local Government Ombudsman (LGO) - contact details are provided on the back of this leaflet.
complaints form
The information provided on this form will be handled in accordance with the Data Protection Act 1998 and we will not give your name or any details on this form to anyone who does not need them. We may however have to share information with external parties or relevant individuals within the Royal Hospital so we can take the right action to deal with your complaint.
Name Your address Postcode Your telephone number Are you complaining on behalf of a pensioner? Yes / No Name of the Pensioner Have you complained about this before? Yes / No What was the name of the person you spoke to? Date you made the complaint (if known)? Signature Date