More about patient services

Patient services

Complaints, Concerns and Compliments

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:

Complaints process

If our staff or PALS have been unable to resolve your concerns in the first instance, you can raise a formal complaint regarding any aspect of the service or care provided by West Hertfordshire Teaching Hospitals NHS Trust.
We aim to respond to all formal complaints within 30 to 40 working days (6 to 8 weeks), therefore do please consider our PALS service as the first point of contact for more urgent or immediate concerns.

To do so please email the complaints team or call them directly on 01923 217866

Alternatively, you can write to them at:

Complaints Department
Watford General Hospital
Vicarage Road
WD18 0HB


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 member. If you prefer to speak to the manager or Matron in charge of the Ward or Clinic, they will try and resolve your concerns quickly and effectively.

You can also contact our 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.

You can contact PALS directly on: (01923) 217198 or email During busy times please leave a message and the team will call you back.