We want to make sure that our patients and those who we work with
receive excellent care delivered in a respectful and courteous way.
We do everything possible to provide the best possible care.
However, we know that sometimes things can go wrong. If that's the case, please tell us.
We’ll learn from it and put it right.
Raising a concern or making a complaint
How we deal with your complaint
Acknowledge your complaint within three working days
Agree with you how we will try and resolve your issues
Discuss how long it should take and how we will keep you informed of our progress
Find out what happened/what went wrong and make sure you receive an apology where appropriate
Make it possible for you to discuss the problems with those concerned if you would find this helpful
Learn from your complaint and improve our service so that the problem does not happen again.
When can I complain?
If you have a complaint or concern we need to know as soon as possible so we can find out what happened more easily, ideally within a matter of days or at the most a few weeks. You must get in touch within 12 months of the issue or within 12 months of becoming aware that you have something to complain about. This time limit can be extended, depending on circumstances, as we treat each complaint or concern individually.
What if I'm still not happy?
We will make every reasonable effort to try and resolve your complaint or concern. If you are not happy with the response you receive let us know as soon as possible. We can meet you to discuss the matter further, carry out more investigation, or suggest you contact the Parliamentary and Health Service Ombudsman for help. The Ombudsman can review the way your complaint has been handled within 12 months of the final outcome.
You can contact the Ombudsman via the following methods:
Telephone: 0345 015 4033
Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP