The Patient Advice Liason Service is a patient friendly, easy to access service designed to provide a personal contact to assist patients, relatives and carers.
To provide the best possible service, we are constantly trying to improve
our service to ensure that all of our patients receive the best possible care
and treatment. This page explains how to address any complaints you may have
regarding the treatment and care you are receiving, or have received.
Patient Leaflet: Complaints - Making a Complaint (178KB, pdf)
The First Steps - Local Resolution
Step 1:
Ask to speak to the staff concerned, for example, the Ward/Department
Manager or Outpatient Sister. Many problems arise from simple misunderstandings which can be resolved very
quickly if you speak out at the time.
Step 2:
Ask to speak to the General or Department Manager responsible for that area. During night time hours you may wish to speak to the Duty Manager who can be contacted by the hospital
switchboard on 01895 238282.
Step 3: Alternatively, you can put your concerns in writing to the Chief Executive, who will ensure your concerns are fully investigated.
Your letter will be acknowledged within 3 working days, when you will be contacted by a member of the Complaints staff to discuss your complaint. A management plan for the investigation of your complaint will be agreed with you at that time, together with an appropriate time scale, depending on the seriousness and complexity of the matter.
If you have any queries regarding the progress of your complaint at any time you can contact the Complaints Manager on 01895 279497.
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Taking Things Further - An Independent Review
- If your concerns cannot be resolved locally, you have the right to ask the Parliamentary and Health Service Ombudsman to consider a review of your complaint.
- You can contact the Ombudsman by telephone (helpline 0345 015 4033) or in writing (Millbank Tower, Millbank, London SW1P 4QP).
- Further information about the Ombudsman is available at www.ombudsman.org.uk
- If you wish to contact the Ombudsman, you should do so within one year from the date of our final response in the local resolution stage.
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Useful Addresses
Independent Complaints Advocacy Service (ICAS)
|
Northwest London POhWER ICAS
Helpline: 0300 456 2370
Web: www.pohwer.net
|
ICAS is an independent, free and confidential service, that
can provide support and assistance to people who wish to make a complaint
about any aspect of NHS care.
See also: Web: www.adviceguide.org.uk (health) from Citizens Advice . |
|
Parliamentary and Health Service Ombudsman
www.ombudsman.org.uk |
Mill Bank Tower
Mill Bank
London SW1P 4QP
Tel: 020 7217 4051 |
| The Ombusman can become involved if you are unhappy
with the outcome of the hospital investigation. |
|
Hillingdon Primary Care Trust
www.hillingdon.nhs.uk |
97-109 High Street
Yiewsley
West Drayton
Middlesex UB9 7HJ
Tel:01895 452088 |
| The Hillingdon Primary Health Care Trust deals with complaints about
the community and family Health Services (e.g. Clinics, GPs, Dentists,
Opticians and Pharmacists).
|
