Contact

Tell us if you require assistance to communicate with us. We have access to ‘Relay Assist’ for the hearing or speech impaired. ‘Relay Assist’ provides a service that uses a specialist telephone operator to type what you say. We can also arrange for an interpreter if you find it difficult to communicate in English. We can produce any of our documents in Braille, audio or large print upon request.

GENERAL ENQUIRIES

If you have a general non medical enquiry, please contact:

Barndoc Healthcare Ltd
Churchwood House
116 Cockfosters Road
Cockfosters
EN4 0DR

Admin Telephone:
08445 609 600
calls charged at 5p/min from any UK landline origin. There is no connection charge for using this number.

This number is an administrative office number and is monitored between the hours of 9am and 5pm, Monday to Friday only. We cannot offer medical support or advice on this number. If you require urgent clinical advice that is less urgent than 999, please call 111 where the service in your area will be able to assist you.

If you are a health care professional seeking to speak to a member of our clinical team out of hours, our number is available from the Directory of Services (DoS).

General Email:
barccg.barndoc.admin@nhs.net

In order to maintain Information Governance compliance, please do not send any Patient Identifiable Data to this email address. This email address is monitored between 9am and 5pm, Monday to Friday only. We cannot offer medical support or advice via email under any circumstances.

Patient Identifiable Data (PID)

If you wish to send us email that includes Patient Identifiable Data (PID), please advise the admin@barndoc.nhs.uk account from the NHSmail that you wish to send it from. Please do not send any PID to the admin@barndoc.nhs.uk account as it breaches Information Governance.

One of our team will contact you by return from their NHSmail account and confirm where the PID should be sent.

COMMENTS, COMPLIMENTS AND COMPLAINTS

Barndoc Healthcare Limited is committed to providing people with the highest standard of care and we would like to hear your experience of our service.

Comments and Compliments

We welcome all your comments and compliments on our service. If they are about particular members of staff, we will pass them on so that they know they are doing well.

Complaints

If for any reason you are unhappy with the service you received, we would also like to know. Making a complaint will not adversely affect the way we provide services to you in the future. This will allow us to learn from your experience and help us improve the general care we can give to you and other people.

You can write, email or phone us at the contacts given below.

Our Contact Details

Contact the Patient Experience Team with your name, contact details and comment:

Write to:
Alan Levett
Chief Operating Officer
Barndoc Healthcare Limited
116 Churchwood House
Cockfosters Road
EN4 0DR

Telephone:
08445 609 600
calls charged at 5p/min from any UK landline origin. There is no connection charge for using this number.

Feedback Email:
barccg.barndoc.feedback@nhs.net

Our Formal Complaints Procedure

We hope that most issues can be resolved easily and quickly, often at the time they arise and with the staff member concerned.

If your problem cannot be resolved in this way, you may wish to make a formal complaint.  In this instance, contact the Patient Experience Team with the details of your formal complaint.

Please let us know of your formal complaint within 12 months of you becoming aware that you have cause for concern.

• We operate a complaints procedure in line with the NHS Complaints Regulations (2009):We will acknowledge your complaint within 3 working days and, with your agreement, we aim to investigate and respond fully to your complaint within 25 working days. If this is not possible, we will keep you   informed and agree with you new timescales for responding.
• We will offer, where appropriate, a meeting with you to discuss any outstanding issues.
• We will identify and implement any improvements to our service to help  prevent a reoccurrence.

Accessing Your Health Records

We hold our own healthcare records and telephone call recordings for each episode of care we provide. As part of the investigation into your complaint, we may have to access again our records of your healthcare. This is done in accordance with the Data Protection Act 1998.

Complaining On Behalf of Someone Else

You can complain on behalf of a child for whom you have parental responsibility.
You can complain to us on behalf of someone else who used our services.
However, before we can discuss any aspect of their care with you, or start to investigate the incident, we will first need to get written consent from the person themselves.

Obtaining Consent

We will contact the person who received the care from our service and request that they sign a consent form for you to complain on their behalf and for us to investigate the incident.

If the person is unable to give their consent because they do not have the mental capacity to make an informed decision at the time, consent will be requested from their lasting power of attorney instead, that is the person appointed by them to act in their best interests and make decisions on their behalf.

If you are complaining on behalf of a child for whom you do not have parental responsibility, consent will be requested from whoever holds parental responsibility for the child.

Patient confidentiality is respected at all times. We will not disclose to anyone any patient care information relating to a complaint without the appropriate consent.

Further Independent Review

If you are not satisfied with our final response to your complaint, you have the right to refer your complaint to the Health Service Ombudsman.

The Health Service Ombudsman represents the last stage in the NHS complaints process and carries out free independent reviews into unresolved complaints throughout the NHS and NHS funded services in England.

The Health Service Ombudsman would normally expect complaints to be referred within 12 months of the incident leading to the complaint. Complaints received outside this time limit may be considered if there is good reason to do so.

If you have any questions about whether the Health Service Ombudsman may be able to help you, or about how to refer your complaint, please contact them at the details below:

Address:
The Health Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP

Telephone:
0345 015 4033

Textphone:
0300 061 4298

Website:
www.ombudsman.org.uk

Email:
phso.enquiries@ombudsman.org.uk

Independent Complaints Advocacy Service
Independent Complaints Advocacy Service (ICAS) is a national service that supports people who wish to make a complaint about the NHS care or treatment they have received.

People of Hertfordshire Want Equal Rights (POhWER) is the name of the local ICAS.

Accessing POhWER’s service is free, independent and confidential.

Address:
POhWER,
PO Box 14043,
Birmingham,
B6 9BL,

Telephone:
0300 456 2370

Email:
pohwer@pohwer.net

Minicom:
0300 456 2364

You can also contact the Care Quality Commission :

Address:
CQC National Customer Service Centre,
Citygate Gallowgate,
Newcastle upon Tyne,
NE1 4PA

Telephone:
03000 616161

Email:
enquiries@cqc.org.uk