Skip to content

[PET - 011] Patient Experience Team - Complaints Process Survey

We would like to understand your experience of making a complaint to Harrogate & District NHS Foundation Trust (HDFT).
Results from this survey will be used to make improvements to the complaints process and how HDFT responds to complaints. Results of this survey are confidential and will only be shared with the Patient Experience Team for the purpose of making improvements to the complaints process.
The questionnaire is for people who have raised a complaint about their experience of the care/service provided by HDFT within the past 12 months.
The person who made the complaint should complete the form. Please contact the Patient Experience Team if you require any assistance:
- Email: hdft.patientexperience@nhs.net 
- Post: Patient Experience Team Office, Harrogate District Hospital, Lancaster Park Road, Harrogate, HG2 7SX
- Phone: 01423 555499
1.Complaint Reference Number (if known)
Tell us a little about yourself?

Why are we asking? By finding out more about you, we can ensure our services meet the needs of everyone
2.How old are you?
3.What is your gender?
4.Do you have a disability?
5.Please indicate your ethnicity
6.Communications:
Yes
No
I'm Not Sure
Did you know who to contact to make your complaint?
Did you receive a phone call or an email from the Patient Experience Team (PET) to acknowledge receipt of your complaint?
Did the PET officer record an accurate summary of your complaint in the form of the Triage And Resolution Plan (TARP)?
7.Investigation:
Yes
No
I'm Not Sure
Did the Lead Investigator make contact with you, at the beginning of the complaint investigation to discuss your concerns and the complaints process?
Did you feel you were provided with enough updates regarding your complaint?
8.Response and Outcome:
Yes
No
I'm Not Sure
Did you receive a written response?
Did you attend a face to face meeting?
Did you receive your response within agreed timeframe?
If you did not receive your response within the agreed timeframe, were you informed that there would be a delay and why?
Were you given details of who to contact if you were not happy with the response?
Were you given any actions / explanations of how your complaint would be used to improve services?
Did you find the response open & honest?
Was the final response to your complaint easy to understand?
Did the response answer all of your questions / provide all the information you requested?
9.How Easy & Accessible did you find the process to make your complaint?
10.How satisfied with the outcome of the complaint process?
11.How did you feel treated during your complaints process?
I Agree
I Disagree
I'm Not Sure
With Dignity
Respectfully
Sensitively
My feedback, experience & complaint was welcomed
Confident in the process
I trusted the staff involved with my complaint
12.Did you feel reassured that your future care would not be negatively impacted when accessing the Complaints Process?
13.Would you feel confident to raise another complaint, if needed, in the future?
Current Progress,
0 of 13 answered