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Our formal complaints process We aim to resolve all complaints to the satisfaction of the person making the complaint. This may be the patient or anyone else/advocacy organisation making a complaint on behalf of the patient. If the latter, the patient will be required to give consent. Complaints should ideally be in writing, sent by either email or post to: Patient Experience Department, Leeds Teaching Hospitals Trust St James’s University Hospital Beckett Street, Leeds, LS9 7TF Email: patientexperience.leedsth@nhs.net Telephone 0113 2066261

We are able to support those wishing to complain but are unable to put their complaint in writing. Upon receipt of your complaint, we will send you an acknowledgement within three working days. You will also receive a phone call from one of our Complaints handlers, to confirm the key issues you would like resolved, your preferred method of response (e.g. letter, meeting) and the timeframe (typically 40 working days). This may be longer or not as long, depending on complexity of the case). You will also be given a contact name, direct telephone number and e-mail address, to make it easy for you to find out how the processing of your complaint is progressing or if you need to give us additional information.

Chaplaincy Welcome to the chaplaincy service The chaplaincy department has the responsibility of providing for the pastoral, religious and spiritual care of all patients, their relatives and carers, as well as the staff on all hospital sites. We are there for all people of any faith or none. Pastoral and spiritual care is an integral part of the holistic care provided within our hospitals. If you would like a visit from one of the chaplains whilst you are in hospital, then either make a referral in advance of your admission to hospital or ask a member of your healthcare team on the ward to contact a chaplain on your behalf. In addition, chapel and prayer room facilities are available for quiet prayer and reflection. We are pleased to welcome people of all faiths and none, who wish to use these areas for personal times of quiet, prayer and reflection. These areas are open to all, day and night. 9

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Options Leeds - A guide to care and independent living Summer 2019  

Options Leeds - A guide to care and independent living Summer 2019  

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