Complaint Review Panel

If you are not satisfied with the Trust’s response to your complaint, you can make a request for it to be considered by our Complaint Review Panel.

Your request should be made to the Patient Relations Team within 20 days of receiving your complaint response.

The Panel will need to understand why you are not happy with the response from the Trust, so it is helpful if you set this out in a bullet point statement. It would also be helpful if you would list your desired outcomes.

Cases will not be reviewed by the Panel if the Panel members believe that everything has been done to resolve the issue locally, or if it’s a new complaint which hasn’t gone through the formal process yet.

If the Panel decide not to investigate they will write to you informing you that they will not uphold the case.

If the Panel decides to take the case on, the Review Panel will:

  • Look at all the information gathered during the investigation to see if it was investigated thoroughly and proportionally; and if the response answered all of your enquiries
  • Obtain any further information that will help to resolve the complaint
  • Address if the complaint was managed within the agreed timeframe
  • Review evidence from the Trust’s Service Managers to show that lessons learned have been embedded in practice and disseminated locally and across the organisation as appropriate.

After the review panel, the Trust will write to you within seven working days with a response on the Review Panel’s findings and recommendations. If you are still not satisfied with the outcome of the complaint, you can contact the Parliamentary Health Service Ombudsman to look into your case on Tel: 0345 015 4033 (Mon – Fri 8.30am – 5.30pm).