Coronavirus Update – 25 January 2021
In response to the ongoing demands placed on both services and staff due to the Covid-19 pandemic, a decision has been made that from 25 January 2021 the Trust will extend its response time to complaints from 25 working days to 45 working days.
This decision was carefully considered and has been made in an attempt to balance the ongoing demands whilst continuing to offer a service that continues to allow anyone to raise and receive a response to their complaint about care or treatment provided.
In order to clarify what this means for you, we have created a number of Frequently Asked Question which are set out below:
If you have any questions that are not covered below or you would like further information please get in touch with our Complaints Team on 0116 295 0831 or firstname.lastname@example.org
What is the new response timeframe if I wish to raise a complaint?
For the foreseeable future, our new timeframe to provide a response to your complaint is 45 working days. We will of course provide you with our response to your concerns if it is available before that time.
Why have you decided to make this change?
Please understand this decision was not made lightly and all the potential risks were carefully considered. The changes are necessary to ensure that all complaints are responded to within a timescale that allows our staff and the services that they work in to investigate your complaint alongside responding to the continued pressures experienced from the pandemic. Please be assured that we are regularly reviewing the position in all of our services and when in a position to be able to do so, the Trust will make a decision on how it is able to manage complaints.
Does this mean my complaint will not be addressed until this time is complete?
We endeavour to provide a response that fully addresses any concerns you have as soon as practically possible; where possible to do so this may be before the 45 working day timeframe.
If you are experiencing pressures is there a chance that I may not receive my response within 45 working days?
The ongoing pressures in responding to the pandemic may mean that on rare occasion the investigation may take longer to complete. If we do need longer to complete our investigation a member of the team will contact you to make you aware of this and advise when we hope to provide a response to you.
Is there a way my concerns can be handled sooner?
On receipt of your concerns a member of the team will contact you to discuss your concerns and agree the best possible way to handle the issues. The team will explain the different approaches that could be taken, what each will entail and their timeframes. Please ask them any questions so that the right approach is taken for you.
Can I still request a meeting?
Due to the risk of transmission of the virus, the Trust is presently offering virtual meetings. If you would like to have a meeting or discuss this further please get in touch with the Complaints Team.
What will happen if I raised my complaint before the new timeframes became effective on 25 January 2021?
We will be undertaking a review of all our complaints that were received prior to 25 January 2021. A decision will be made on the progress of our investigation and if we feel that we need to discuss a revised timeframe with you, we will contact you directly.
What will happen if I have concerns about multiple agencies?
If your complaint involves multiples agencies we will ensure that we discuss any circumstances that may affect the way we can efficiently handle your complaint with you and ensure that we agree how you would like us to handle your issues.