If you are not satisfied with the response that you receive from PALS or the member of staff that you have spoken to about your concern, you can make a formal complaint in the following ways:
Mr David Sloman or Patient Affairs Team
Royal Free London NHS Foundation Trust
You may find the following advice helpful if you are making a complaint:
- Try to make your complaint as soon as possible after the event. This makes it easier for everyone involved to remember what happened and helps us to answer your complaint quickly (you must make your complaint within 12 months of the incident giving rise to it or within 12 months of discovering that you have cause to complain).
- Please give as much relevant information as you can, including your name, address, date of birth, the name and address of the patient (if different), hospital MRN/NHS number (if known), a full description of all the issues about which you wish to complain, including relevant dates and times, the name of the doctor caring for you and the ward name/department.
- If you are raising more than one concern, it helps to number the different points you are making. This helps us to make sure we answer all your concerns.
- If you are complaining on behalf of someone else, the relevant consent form will need to be completed in order for us to respond to you and disclose confidential details of the patient’s care. We will not be able to commence investigation until consent is received.
- You are entitled to free independent confidential help when making a complaint from the Independent Complaints Advocacy Service (ICAS). Telephone 0300 456 2370 for details or visit their website www.pohwer.net.
- If you have any queries or difficulties please contact the patient affairs team on 020 7794 0500 ext 33227 or 38263.
What happens next?
A letter of acknowledgement will be sent to you within 3 working days and, providing we have all relevant information, the investigation will commence. If your complaint relates to someone else’s care, then written consent will need to be provided by the patient.
Your complaint will then be investigated by the divisional complaints manager, who will discuss your complaint with the staff involved and contact you to discuss the issues raised and agree how to take matters forward.
We aim to investigate and provide a response to your complaint within 25 working days or within an alternative negotiated timescale. Sometimes, it may take longer, for example, if a member of staff is on holiday and we need them to give a statement. If we cannot respond within the agreed timescale, we will contact you to apologise, explain and negotiate an extension.
In our response, we will ensure that we offer a full explanation of the circumstances which led to your complaint and, where appropriate, advise what action will be or has been taken to improve the aspect of the service that caused dissatisfaction. We regularly review the complaints we receive. We are committed to learning and improving services to patients based on your experiences.
If you are not happy with our response, you have the opportunity to let us know and we will endeavour to reinvestigate any outstanding points or concerns about the investigation.
What if I am still not happy?
It is the aim of the NHS Complaints Procedure to resolve all complaints at local level. However, if you remain dissatisfied with our efforts to resolve your concerns, you have the right to ask the Parliamentary & Health Service Ombudsman to review your case. Your request for this review should be made within 12 months of local resolution coming to an end. You can contact the Parliamentary & Health Service Ombudsman as follows:
|Complaints Helpline: ||0345 015 4033|
|Fax: ||0300 061 400|
|In writing: ||Parliamentary & Health Service Ombudsman (PHSO)|
The helpline is open between the hours of 8.30 am - 5.30 pm, Monday to Friday