- During working hours (Monday to Friday), all concerns should be directed to the PALS & Complaints Team, on 0161 922 4466. Staff will agree a course of action with you and make a record of your concerns. An answer machine is available if the team are currently on another call or you are contacting us out of hours. If you wish to leave a message a PALS & Complaints Officer will return your call at the earliest opportunity or email palsandcomplaints@tgh.nhs.uk
- All concerns should be acknowledged by the PALS and Complaints Team within 48 working hours. If you have not received a response from the team, please contact again so that this can be reviewed.
- If we are unable to resolve your concerns straightaway, and you would like these to be reviewed, you may wish to make your complaint more formal in which case you can write to Quality & Governance, PALS & Complaints Department, Silver Springs, Tameside General Hospital, Ashton Under Lyne, OL6 9RW, send an e-mail to palsandcomplaints@tgh.nhs.uk or telephone 0161 922 4466
- All formal concerns will be reviewed by a senior member of the team, and you will receive an acknowledgement of this review within 72 working hours from when the concern was raised.
A concern should be raised as soon as possible after the event has occurred; however the time limit is generally 12 months. Once a complaint has been received, an acknowledgement will be sent and a course of action with be agreed, including a timescale in which the Trust expect to able to fully respond
We have a detailed policy and procedure for dealing with complaints.
Our complaints procedure is based on the NHS complaints procedures, details of which are on the NHS website: - NHS Complaints Procedure
For information about how to make a complaint, see the enclosed leaflet. An easy read version of the leaflet is also available.
You can obtain independent assistance with your complaint and Independent Complaints Advocacy from VoiceAbility via phone on 0300 303 1660, www.voiceability.org or e-mail helpline@voiceability.org.
If you need support with making a complaint about NHS care or treatment the Independent Complaints Advocacy Service (ICA) is a free service that can assist you. ICA can provide you with advice on how to make a complaint and help you write your letter of complaint. The service can also speak to the hospital or service on your behalf. You can call ICA at the Manchester Advocacy Hub on 0161 834 6069 or email: advocacy@gaddum.org.uk or write to them at The Gaddum Centre, Gaddum House, 6 Great Jackson Street, Manchester, M15 4AX.
We have a detailed policy and procedure for dealing with complaints.
Our complaints procedure is based on the NHS complaints procedures, details of which are on the NHS website: - NHS Complaints Procedure
For information about how to make a complaint, see the enclosed leaflet. An easy read version of the leaflet is also available.
You can obtain independent assistance with your complaint and Independent Complaints Advocacy from VoiceAbility via phone on 0300 303 1660, www.voiceability.org or e-mail helpline@voiceability.org.
If you need support with making a complaint about NHS care or treatment the Independent Complaints Advocacy Service (ICA) is a free service that can assist you. ICA can provide you with advice on how to make a complaint and help you write your letter of complaint. The service can also speak to the hospital or service on your behalf. You can call ICA at the Manchester Advocacy Hub on 0161 834 6069 or email: advocacy@gaddum.org.uk or write to them at The Gaddum Centre, Gaddum House, 6 Great Jackson Street, Manchester, M15 4AX.