We are ready to listen, and want to learn!
We always aim to provide the best possible care to our patients but sometimes, despite our best efforts, things can go wrong. If you are concerned or unhappy with our services, we want to hear from you so that we can try to put things right as quickly as possible.
When things go wrong we want to act quickly to put them right. If you are not happy with something, then tell a member of staff on the ward or in the clinic as soon as possible. If you are on a ward, ask to speak to the ward manager. If you are in a clinic, ask for help at reception. In most cases, staff will be able to deal with your concerns then and there.
If this isn’t possible or your concerns are not resolved after talking to staff, please contact the Our Patient Advice and Liaison Service (PALS). They will work with you to try to resolve your concerns as quickly as possible.
In some cases, it may not be possible to deal with your concerns through PALS. If this happens, the PALS team will explain why and direct you to the complaints process.
You can be confident that your care will not be compromised by raising a concern or making a complaint.
Some items of property went missing during my recent admission. Can I put in a complaint, and will you reimburse me?
To reduce the risk of items being lost or damaged, we discourage patients from bringing valuable items into hospital with them. However, we realise that some items are essential, such as glasses, dentures and hearing aids. This is not something that the Complaints department deal with directly and is something that you need to discuss with the Ward Manager and/or Matron.
Can I request compensation as a result of my complaint?
Compensation is only payable in circumstances where there has been clear negligence. Furthermore, it must be established that any such negligence has directly caused the injury complained of. These can be complex issues in medical cases, and we therefore strongly recommend that you seek independent legal advice from AVMA (Action against Medical Accidents) or solicitors specialising in clinical negligence who will then liaise with our Legals Service Department. The Complaints department do not deal with these requests.
Will my formal complaint affect my ongoing or upcoming treatment?
All complaints are treated confidentially, and all complaints correspondence will be kept separate to the patients’ medical notes. Submitting a formal complaint will not affect your hospital treatment or any treatment/care that is provided.