Our Services

Customer Care Team

 

East Cheshire NHS Trust's Customer Care Team

Our Team

Sue Fleet:           Customer Care Manager

Justine Murray:   Customer Care Officer

Tania Haughton: Customer Care Officer

Alison Furness:   Customer Care Officer

Helen Hill:           Customer Care Receptionist

Sue Jackson:      Customer Care Receptionist

Sue Frith:            Customer Care Receptionist.

Customer Care Volunteers

The Customer Care Department is part of the Corporate Affairs and Governance Team at East Cheshire NHS Trust. The department is situated in the main entrance of Macclesfield District General Hospital. The staff within the department provide a visible point of contact for patients, their relatives and carers to make comments, compliments, complaints or seek information, advice or assistance regarding healthcare services.

The Customer Care Team also have specifically trained volunteers who assist them in  meeting and greeting patients, carers and family members as well as helping and signposting them.

At East Cheshire NHS Trust we try very hard to give you the very best service, unfortunately we may not always get it right and occasionally misunderstandings do occur.  If this happens we would like to know.

It may help to talk to someone about it straight away if you are not happy or feel there is something wrong. The quickest way to sort things out is to speak to the person in charge of the ward, clinic or service you are using at the time, or contact a member of the customer care team. Staff within the customer care team aim to see people straight away, however on occasions we may ask if we can call you back.

 The staff will provide a confidential listening service for patient, carers and family members who wish to comment on any of our services.

 How to contact us

The Customer Care Team are available from 08.30 – 17.00 Monday to Friday.

Telephone: 01625 661449 or 01625 661111. (There is an answer phone available out of hours)
Freephone: 0800 161 3997
Email:ecn-tr.CustomerCareService@nhs.net

The issues that are brought to the attention of the customer care team can be dealt and recorded in two ways, either as a

Patient Advice and Liaison Service (PALS) or as a formal complaint.

PALS

Patients are the most important people in the NHS and PALS is here to make sure you receive the best possible service when you are under our care.

PALS is an impartial confidential NHS service that can provide patients, relatives and carers using the East Cheshire NHS Trust with ‘on the spot’ help, support and information.
 
PALS can liaise with staff and managers to sort out issues quickly. Your feedback will also help us to improve the quality of our services.

What does PALS do?

  •          Listens to your comments, suggestions or queries on the services the trust provides.
  •          Helps to sort out problems quickly on your behalf.
  •          Helps you decide what to do and advises you if you wish to make a formal complaint.
  •          Helps you get information you need about NHS services.

How does PALS do this?

  •          Listens to your concerns.
  •          Helps to find the best way to resolve your problems.
  •          Accompanies you to meetings with trust staff, if possible.
  •          Liaise with hospital staff on your behalf.
  •          Provides an independent link between you and the hospital.

In this way many problems can be dealt with immediately but if you are still unhappy you can make a formal complaint by letter, telephone or by email.

Complaint

If you wish to make a complaint please write to:

The Chief Executive
East Cheshire NHS Trust
Macclesfield District General Hospital
Victoria Road,

Macclesfield,

SK10 3BL

Or email him at John.Wilbraham@nhs.net

Alternatively you can contact or speak to a member of the customer care team who will assist you in making a complaint

Customer care team: 01625 661111 or 01625 661449
or email:
ecn-tr.CustomerCareService@nhs.net 

On receipt of your complaint a member of the customer care team will call you to discuss your complaint. They will agree a response date with you which is a full reply from the chief executive. We will aim to send this within 25 working days, unless your complaint is complex in which case we will aim to respond within 45 working days. If we cannot do this, we will tell you why. You will also be offered the opportunity to meet with staff if you feel this would be beneficial

Your complaint will then be acknowledged in writing within three working days and the letter will offer you the date you can expect the response from the chief executive.  If we cannot respond to you on the date agreed we will contact you and tell you why.

Help in complaining

If you feel you need any further information or assistance with your complaint, please contact the Independent Complaints Advocacy Service (ICAS).

Telephone:  0808 802 3000 or visit the website at www.adviceguide.org.uk

Health Service Ombudsman

If you remain dissatisfied with the way we have dealt with your complaint you can refer your complaint to the Health Service Ombudsman. This is an independent body set up to promote improvements in healthcare. If you wish to refer your complaint to the Health Service Ombudsman you must do so within twelve months of the event complained about. You can do this in the following way:

The Health Ombudsman
Millbank Tower
Millbank
London SW1P 4QP 
 
Telephone: 0345 015 4033
 
Email: 
phso.enquiries@ombudsman.org.uk

Raising concerns or making a complaint will not affect your care or treatment at East Cheshire NHS Trust. East Cheshire NHS Trust would like to assure you that patients will not be discriminated against as a result of raising any concerns or complaints.

Reviews and compliments

Would you like to review our services or say thank you to a staff member or department? Click here to find out how you can do this.   

Reports

A core function of Customer Care is to act as a catalyst for change and improvement by providing the trust with information and feedback on problems arising and gaps in services.

The Customer Care Team are committed to ensuring service users and carers are involved in the development of services through their own experiences
 
The Customer Care Team produce weekly, monthly and quarterly reports which are shared with the Heads of Service, Clinical Directors and the Trust board. Monthly reports also also shared with the Clinical Commissioning Group.

View our annual complaints report 2013/14

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