If you are not happy with your NHS treatment or any matters related to the service you receive, it is helpful for our staff to be aware and to try to help you. Please ask to speak with the matron, ward manager or department manager where the issue occurred. If you are not satisfied following your contact with these members of staff, please write to the:
Customer Care and PALS Co-ordinatorsRoyal National Orthopaedic Hospital NHS Trust
Brockley Hill
Stanmore
Middlesex
HA7 4LP
Tel: 020 8909 5717/5439
Email: pals@rnoh.nhs.uk
The Customer Care and PALS Co-ordinators will manage an investigation into your complaint and you will receive written acknowledgement within two working days of receipt of your letter. If, however, the issues you have raised are complex or unclear, then the Customer Care and PALS Co-ordinators may contact you to discuss your letter. This will be followed up in writing, detailing how we will manage your complaint through the NHS Complaints Procedure.
Time limit for making a complaint
The time limit for making a complaint is normally within six months of when the event happened or within six months of becoming aware that you have something to complain about. The Trust is only able to extend this time limit if there are good reasons for doing so.
Parliamentary and Health Service Ombudsman
The NHS complaints procedure encourages us to resolve complaints at an early stage, which may not necessarily mean a formal written response within a certain timescale but ensuring that we try to resolve the whole issue. This will be achieved by involving the complainant more and ensuring we learn from complaints. We encourage, therefore, complainants to contact the Customer Care and PALS Co-ordinators to discuss how their complaint will be managed and agree a timeframe for our response.
If complainants remain dissatisfied with the outcome of the local resolution stage of the NHS complaints procedure, they are entitled to go to the final stage and request that the Parliamentary and Health Service Ombudsman (PHSO) considers the complaint. The request should be received by the PHSO within one year of making your complaint. The PHSO can be contacted at the address below or, if you prefer, by email or by telephone.
Parliamentary and Health Service OmbudsmanMillbank Tower
Millbank
London
SW1P 4QP
Complaints Helpline Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
The Parliamentary and Health Service Ombudsman is responsible for the second tier of health related complaint handling. For further information, please visit the PHSO website.
Further advice and help
The Independent Complaints Advocacy Service (ICAS) can help people to make a complaint or express a concern about NHS services. You may contact them on their helpline 0845 120 3784. They provide an independent, free and confidential service. They can also help you to compose your letter or complaint should you have difficulty in writing or expressing your concerns.
If you feel that you have received unsatisfactory clinical care and wish to pursue compensation, you can contact an organisation called Action Against Medical Accidents on 0845 123 2352. They will provide you with confidential advice and support.
