What happens If you remain dissatisfied with the response to your complaint, you have the right to ask if I remain the Healthcare Commission to review your dissatisfied? case. The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Healthcare Commission on 020 7448 9200 or write to them at: Healthcare Commission, Complaints team, Peter House, Oxford Street, Manchester M1 5AN or visit their website: www.healthcarecommission.org.uk. This leaflet is also available in the following languages: 1 Bengali 2 Gujarati 3 Urdu 4 Somali 5 Brava 6 Swahili 7 Vietnamese 8 Cantonese July 2004 Manchester Mental Health and Social Care Trust Help is available Citizens Advice Bureau aims to do its best to meet the needs of the Independent Complaints Advocacy people its serves, but occasionally situations will from: Service arise when individuals or groups of people may feel dissatisfied with our service. Tel: 0845 120 3735 How to complain If you have a complaint or concern about our What will the We shall acknowledge your complaint within service, please let us know. You should not be Trust do? two working days and we aim to have worried about making your concerns known and looked into your complaint within 20 working there are a number of ways in which you can do days so that we can offer you an this: explanation or a meeting with the people involved. We hope that most complaints can be sorted out easily and quickly, often at the time they arise Our complaints procedure aims to: Verbally and with the person concerned. • Deal with your complaint If you are concerned about any aspect of your sympathetically and in confidence care please speak to the senior person in charge • Appoint a senior member of staff to of the ward or department. If you don’t feel able investigate your concerns to find out to do this or aren’t satisfied please ask to speak what went wrong to the manager responsible for the service. Staff • Arrange for you to meet with the In writing will be able to help you contact the right person. person investigating your complaint if you feel this would be useful However, if this is not possible and you wish to • Identify what we can do to make lodge a formal complaint we would ask you to let sure it does not happen again. us know as soon as possible – ideally within a matter of days or at most a few weeks. This will If you are complaining on behalf of someone then enable us to establish what happened more Complaining on else we have to know that you have his or easily. behalf of someone her permission to do so. You will be asked by the Corporate Services Manager to There are time limits for making complaints else provide a consent form signed by the person which are: within 6 months of the incident you concerned unless he/she is incapable Who will deal are concerned about or within 6 months of you (because of illness) of providing this. We will with my finding out that there was something to complain send you a consent form for signing with the complaint? about (as long as this is not more than 1 year letter acknowledging receipt of your after the incident). complaint. Written complaints should be sent to the Confidentiality Care will be taken at all times throughout Complaints and Incidents Coordinator, our procedure to ensure that any information Manchester Mental Health and Social Care disclosed is confined to that which is Trust, Chorlton House, 70 Manchester Road, relevant to the complaint, and only disclosed Chorlton-cum-Hardy, M21 9UN or you can to those people who need to know. make an appointment to see her on 0161 882 1100. She will explain the complaints procedure to you and will make sure your complaint is dealt with promptly.