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Patient Services

Complaints, Concerns and Compliments

  

Complaints policy

» view our complaints policy

We aim to provide safe, high quality care for all our patients. This site tells you about the different ways to contact us if you have any concerns about your care, suggestions for improvement, compliments, or wish to make a formal complaint.

We always welcome your feedback which we use to improve the service we provide for patients. Please be assured that raising a concern or making a complaint will not affect the care we provide to you or your family members in any way.

Comments

We welcome your comments about our services and any suggestions for improvements.

Compliments

It is good to know when we are getting things right so we can share good practice with the Trust. If you have been impressed with your care, please let our staff know, add your comments to the Friends and Family test survey response, or send your comments to: www.nhs.uk

Concerns

Important Notice to Patients

Due to staff shortages, the Patient Affairs Office at Hemel Hempstead will be closed for two weeks, as from next Monday (16th).

If you have any bereavement issues during this time please contact the Watford office for advice on 01923 217114.

If you need a cashier service, please contact Patient Affairs at Watford where you will be advised on the temporary arrangements that have been put in place during this period.

If you have any concerns, please contact Wendy Joy, Patient Affairs Manager on 01923 436074

Patient Services

We want to know if you have any concerns about your care or treatment so we have the chance to put things right. Please speak to the staff caring for you or your family members. If you prefer speak to the manager or matron in charge of the ward or clinic they will try and resolve and answer any of your questions straight away.

You can also contact the Patient Advice & Liaison Service (PALS). PALS provide advice and support for patients, relatives and carers. They are here to listen to you, help resolve concerns and queries and provide general information and support in relation to NHS services.

The PALS office is situated on the ground floor of the Princess Michael of Kent (PMOK) building at Watford General Hospital. PALS staff can also visit patients on the ward. If you require a visit, please ask a member of staff to contact PALS to arrange this or you can contact PALS directly on: (01923) 217198 or email pals@whht.nhs.uk.

If you would prefer to meet to discuss any concerns with a member of the PALS team, arrangements can also be made to meet with you at any of the Trust sites.

Complaints

If you are still unhappy about any aspect of the service provided by West Hertfordshire Hospitals NHS Trust and wish to make a formal complaint, please write to:

Complaints Department
Watford General Hospital
Vicarage Road
Watford
WD18 0HB

You can also contact the Complaints Team directly on 01923 217866 or email: wherts-tr.complaintsteam@nhs.net

We want you to be happy with the service we provide. All feedback is valuable. Your complaints help us to understand what went wrong and what we can do to prevent a recurrence. We want to make things better for you, your family and other patients.

Who can complain?

A patient, or any person on behalf of a patient (such as a family member, close friend or next of kin). Where necessary, we will ask the patient to fill in a form providing consent for the complaint to be investigated and for any information to be shared.

What happens next?

We will acknowledge receipt of your complaint within three working days and try to contact you to discuss how your complaint will be handled. We will also provide you with a timeframe within which we expect to complete our investigation, usually between 25–35 working days. You will also receive a letter to let you know who is handling your complaint.

We will carry out an investigation and try to resolve your complaint efficiently. If our investigation is going to take longer than we anticipated, we will also let you know. We may ask whether you would prefer to meet with us so that we can discuss your concerns fully.

Once our investigation is complete, we will provide a written response to your complaint with a full explanation of your care and treatment. We will let you know the outcome of your complaint and whether any changes will be made as a result of your concerns. If you are not happy with our response, you can let us know so we can review the investigation.

Our Policy for the Management of Concerns and Complaints is available here or you can request a copy from us using the details above.

If we have reviewed your complaint and you are still unhappy with our response, you can contact the Parliamentary and Health Service Ombudsman (PHSO) at:

Helpline: 0345 015 4033
Textphone/Minicom: 0300 061 4298
Website: www.ombudsman.org.uk

The Helpline is open 8:30am to 5:30pm, Monday to Friday
If you require support in making a complaint you can contact that Independent Complaints Advocacy Service (ICAS). The ICAS service is free, independent and confidential.

POhWER (ICAS)
Hertlands House,
Primett Road,
Stevenage,
Herts SG1 3EE.

Telephone: 0300 456 2370
Minicom: 0300 456 2364
Website: www.pohwer.net
Email: pohwericas@pohwericas.net

 

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