If you wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.
Things to remember when making a complaint
- Normally, complaints should be made within 12 months of the concern first being raised
- All complaints are treated in confidence and will not compromise any future care you receive
- To investigate your complaint, staff involved may need to view your health records
- Your complaint will only be shared with those directly involved in the investigation and resolution
- If you are making a complaint on behalf of someone else, they will need to sign a consent form (provided by the Complaints team), giving permission for the investigation to proceed
What happens next?
Your concerns will be acknowledged within three working days in a letter or email, and we will begin an investigation.
When will I receive a full reply?
We will send you a written response within 25 working days, explaining the outcome of the investigation and any actions taken. If we cannot respond fully within 25 working days, we will contact you to explain why and will continue to keep you updated.
What if I’m not happy with the outcome?
We will do our best to address your complaint and ensure you are satisfied with the outcome of our investigation. However, if you still feel your concerns have not been addressed, you may wish to escalate the matter to the Patient advice and liaison service (PALS) on 0800 019 3282