The Patient Experience Team provides a confidential advice and information service to signpost you to services, take feedback, resolve issues and handle complaints.

We are dedicated to listening to those that use our services, their carers and relatives. Your views are important to us and will enable the Trust to improve services.

All of our staff are experienced in helping resolve concerns, but if they are not able to resolve the problem or you don't know who to ask, the Patient Experience Team will work with you to gain a satisfactory outcome.

We will:

• Listen to you
• Ensure that you are informed of all options available to you
• Work with you to decide the best action to resolve the issue
• Work with you to resolve your concerns as quickly as possible
• Signpost you to other services who can help if we are unable to resolve your concern.

If your issues remain unresolved, or you would like to make a formal complaint, we can advise you on the complaints process and provide information on how to seek independent advice.

Confidentiality

The service is confidential. The only exception to this is if you indicate that you or someone else is at risk, in which case the staff member may act with or without your consent in the interests of safety.

You will be asked to give permission for the staff member to share any information you give. If you are not the patient, consent of the patient must be determined. No action on behalf of the patient will be taken without consent.

The staff member may discuss your difficulties with a colleague or supervisor in confidence to seek advice. This is so that we can be sure that the team gives you the best possible advice and support.