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Get in touch

To contact a ward, consultant or service, please visit the Our Services section. For general enquiries, please call our main hospital switchboard on 01872 250000, which operates 24 hours a day, 365 days a year.

Patient Feedback

If you are happy with the care and treatment we have given you, we would be delighted to hear from you. Our staff work very hard to give the best possible quality care to our patients and greatly value your support and encouragement.

If you are not happy with the care and treatment you have received it is important that you tell us. We can only put things right if you tell us what is wrong. We take all feedback seriously and will take action where appropriate.

How to pay us a compliment

how-to-pay-us-a-complimentYou can give us positive feedback in lots of different ways. You can tell the staff on the ward or in the department or you can write a comment on the NHS Choices website so that everyone can see your feedback. Click on the hospital you want to leave feedback for:

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You can also write to the Chief Executive at the Royal Cornwall Hospital, Truro, TR1 3LJ. The Chief Executive replies to every thank you letter personally and informs all relevant members of staff about the compliments they receive.

The Friends and Family test

Use the Friends and Family Test to tell us anonymously what you think about the ward or service where you received your care.

You will be asked:

“How likely are you to recommend our ward/service to your friends and family if they needed similar care or treatment?”

You can rank your answer from “extremely likely” to “extremely unlikely” and you can also make a comment to explain your ranking.

We also ask you a few follow up questions related to our CARE campaign about important elements of dignity in care.

When you use the Friends & Family Test to give us your views we use the information to improve our services. The ranking you give (but not your comment) is also sent to NHS England and contributes to our national ratings so using this method is extremely important to us. We keep the comments and pass them on to the staff and managers.

Please ask your care team for a Friends and Family test form on your departure, or you can click here to take the test online.

How to resolve concerns quickly

The first thing to do if you are worried or unhappy about any aspect of your care and treatment is to bring this to the attention of the doctor, matron, ward sister, charge nurse or health professional involved in your care. They want to help you and will try to resolve your concerns immediately.

If you are uncomfortable or uncertain about doing this, please ask to speak to the Patient Advice and Liaison Service (PALS). PALS is here to listen to you and help you and your friends, relatives and carers resolve problems, concerns or difficulties. You can also ask a member of staff to contact the PALS team for you.

Contact Patient Advice & Liaison Service (PALS):

PALS office, part of the General Office, Trelawny Wing, Royal Cornwall Hospital, Truro, TR1 3LJ
Phone: 01872 252793
SMS text: 07800 006479 (this service does not accept telephone calls)
Email: rcht.pals@nhs.net

How to make a complaint

If your concerns cannot be resolved informally with the staff involved and you wish to make a complaint, it is important that you let us know as soon as possible to enable us to carry out a thorough investigation. This is called local resolution.

How to make a complaint

You can complain by letter, e­mail, fax, in person or on the telephone to either the Chief Executive or the Complaints Team. Their contact details are at the end of this section.

Please give us the full details of the issues you would like us to investigate together with your name and contact information.

We can only investigate complaints that are made within 12 months of the event, under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. If more time has passed, you should tell us the date on which you first realised there was something to be concerned about.

We would encourage you to speak openly about your concerns, which will be treated with courtesy, in confidence and with sensitivity. If you are concerned that making a complaint will affect your treatment and care, please let the Complaints Team know immediately. We assure you that no record of your complaint will be kept in your health records and you will not be treated any differently or disadvantaged because you have made a complaint. Nor will you be discriminated against on the grounds of religion, gender, race/ethnicity, disability, age or sexual orientation.

Making a complaint on behalf of someone else

You may wish to make a complaint on behalf of another person, such as a relative, a friend or a person you are looking after. If so, we will need their written permission to discuss personal health information with you (this is called disclosure). A permission form will be sent to you when we acknowledge your complaint. We cannot disclose any information to you until we receive the signed permission form and two forms of identification. If we do not receive permission, we may only be able to provide you with a general response.

Access to health records

During the investigation into your complaint, the investigating team may need access to the medical details in your health records. If you have any concerns about this please contact the Complaints Team.

What happens when we receive your complaint?

We aim to answer every issue you raise in an open and honest manner. If we have shortfalls in our services we will apologise and let you know what we have learned from your experience, and what action we have taken to improve our service.

  1. The Complaints Team will acknowledge your complaint within three working days and will offer you the option to discuss your complaint and agree a local resolution plan at a mutually convenient time. This is to ensure that we meet your individual needs and expectations. Please remember to give us your contact telephone number if you are making your complaint in writing.
  2. We will aim to resolve your complaint within a realistic timescale and as effectively as possible. In order to do this we will need to know your desired outcome, i.e. what would resolve your complaint. We will make enquiries or undertake a full investigation into your concerns; this will depend on the type of issues you raise.
  3. Following the investigation, the Chief Executive will write to you within the timescale anticipated in your local resolution plan. If we have been unable to contact you to form a local resolution plan, we will aim to complete our investigation as soon as possible and will advise you of our estimated timescale and progress.
  4. The Complaints Team will keep you informed if we need more time or if there are any delays.
  5. If during local resolution you remain unhappy with any aspect of our response to your complaint, please let us know immediately and we will do our best to resolve your concerns to your satisfaction.

If you remain unhappy at the end of local resolution, you have the right to ask the Parliamentary & Health Service Ombudsman to review your complaint and the way it has been handled. The contact details are listed below.

What the Complaints Team cannot provide:

  • Help to claim financial compensation for clinical negligence
  • Disciplinary action for an NHS employee
  • Legal advice
  • Help with complaints about private medical treatment
  • Medical advice.

Please click here to view our full compliments, comments, concerns and complaints policy.

Contact details

The Chief Executive

Kathy Byrne
Royal Cornwall Hospitals NHS Trust
Truro
Cornwall TR1 3LJ

Complaints Team

Royal Cornwall Hospitals NHS Trust
Truro
Cornwall TR1 3LJ
Phone: 01872 253474 or 01872 252978
SMS text: 07800 006479 (this service does not accept telephone calls)
Email: rcht.complaints@nhs.net

The Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP
Phone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000
Website: http://www.ombudsman.org.uk/

If you would like further information on the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, please visit the Department of Health website.

Monitoring Data

The Trust has a duty to understand the profile of the patients and communities we serve, so that we can effectively identify where access to our services can be improved. This will enable us to provide services that reflect the health needs of our community. Information about you, such as about your *disability or ethnicity, will help us to address any specific group needs and allow us to check that all patient groups are provided with a quality and equitable service. We may also ask you to complete a feedback form, your co­operation is therefore most appreciated.

*Under the Equality Act 2010, a disability is defined as an identified physical or mental impairment that has a permanent or long term impact on an individual’s day to day activity.

Media

All media enquiries should be directed to the Communications Team on 01872 252934 or 01872 252477. Outside of office hours, the on-call Press Officer will deal with urgent enquiries and can be contacted through the hospital switchboard on 01872 250000. To request changes or additions to this website please contact our website team at rcht.webmaster@nhs.net