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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.


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


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 directly or email You can also add your comments to the Friends and Family test survey response, or submit your comments to:


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 and 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

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.


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:

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.

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 2535 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

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.

Hertlands House,
Primett Road,
Herts SG1 3EE.

Telephone: 0300 456 2370
Minicom: 0300 456 2364