We want to hear from you to improve our complaints system

Date added: 16 July 2021

As an organisation we are committed to improving the way we learn from complaints. Complaints can provide a rich source of information to help us understand an individual's experience, help us shape and develop services, and to identify areas of concern. The busy working world leads us to often experience complaints as a burden that we don’t have time for, rather than an opportunity to explore and learn.

That is why our Patient Advice and Liaison Service (PALS) and Complaints have been working in collaboration with our Quality Improvement team to change the complaints procedure at KMPT so that it less of a burden on staff, service users, carers, family members and volunteers and more of a positive opportunity to reflect on our practices and improve our services

In order to understand your views as someone who has complained, been the subject of complaints, or investigated complaints, we have developed a set of short surveys to understand your views in each of these areas.

These surveys are anonymous and will help us develop better procedures to improve our services for you and others in the future.

If you have any questions regarding the surveys or work that we are proposing, please email the QI team: kmpt.transformationteam@nhs.net