Patient Advice & Liaison Service (PALS) & Complaints Department

The Royal National Orthopaedic Hospital aims to provide the highest quality of service at all times and your views are important to us. We value your comments about the service you have received, good or bad, as they help us to improve the quality of care for all of our patients.

To be a world leading neuro musculoskeletal Hospital with the best patient care and staff experience in the NHS.

Patients First, always
Excellence, in all we do
Trust, honesty and respect, for each other
Equality, for all

Your positive comments are appreciated by our staff as they aim to provide the best possible care and help to ensure that good practice is shared throughout the Trust.

The PALS service is confidential and free. Our PALS team is here to listen to you, your friends or relatives and help answer your questions, resolve your queries informally or put you in touch with people who can. PALS also provide general information and support in relation to NHS services. They can listen to any suggestions you may have and also pass your compliments to the staff concerned.

In the first instance you may find it helpful to discuss your concern with a member of staff, who will try to help you with the issues you raise and provide satisfactory answers. You can ask to see the ward manager or matron or request an appointment to see the consultant or doctor involved with your care.

You can visit us at the PALS office which is situated in the Outpatients Department of the Royal National Orthopaedic Hospital.

Contact details:
• Email: rnoh.pals@nhs.net
• Telephone: 020 8909 5439
• Write to: PALS Department
Royal National Orthopaedic Hospital (RNOH) Brockley Hill, Stanmore, Middlesex. HA7 4LP

Opening times:
Monday to Friday, 10am to 4pm. Closing for lunch at 1pm to 1.30pm. Voicemail is available outside of these hours.

We want to learn from people’s experience. We always aim to provide the very best care and treatment which is important to us.

The majority of patients are happy with their care, however sometimes things may not go as expected. When this happens we need to look at what went wrong so we can improve the patients’ experience for the future.

It is the policy of the hospital to investigate all complaints thoroughly and provide a full and comprehensive response.

If you feel like your complaint can’t be resolved by PALS in a timely manner, you can make a formal complaint. It is important that you make your complaint within 12 months of the incident concerned or as soon as you become aware that there is cause for complaint.

• Email: rnoh.complaints@nhs.net
• Telephone: 020 8909 5439
• Write to: PALS/Complaints Department
Royal National Orthopaedic Hospital (RNOH) Brockley Hill, Stanmore, Middlesex HA7 4LP

We will write and or telephone you to acknowledge receipt of your complaint within two working days.

If your complaint relates to a friend or relative we will require their consent as part of patient confidentiality.

We will then then carry out an investigation into the issues you have raised. A written response from our Chief Executive will be sent to you within an agreed timeframe.

If your complaint is particularly complex or involves several aspects of our service our response may take longer. If there are any delays you will be kept fully informed of the progress of your complaint.

Please let us know as quickly as possible and we will do our best to resolve any outstanding concerns.

For some complaints it may be appropriate to offer you a meeting with the clinicians involved, as this often helps resolve complex complaints.

If you are not happy with the way your complaint has been handled or you feel the answers you have been given are inadequate, you have the right to request that your complaint be considered by the Parliamentary and Health Service Ombudsman (PHSO).

The Parliamentary and Health Service
Ombudsman (PHSO)
Millbank Tower, Millbank, London SW1P 4QP

Email: phso.enquiries@ombudsman.org.uk
Telephone: 0345 015 4033
Monday to Friday 8.30am - 5.30pm
Website: www.ombudsman.org.uk

Independent Health Complaints Advocacy Services (ICAS)
This is a free, independent and confidential organisation who provide support to people who wish to make a complaint about their NHS care or treatment.

Pohwer
Email: pohwer@pohwer.net
Telephone: 0300 456 2370
Write to: Hertlands House, Primett Road,
Stevenage, Herts SG1 3EE

Healthwatch Harrow
Healthwatch Harrow is the independent consumer voice for health and social care working to ensure the voices of service users are heard and represented.

Email: info@healthwatchharrow.co.uk
Telephone: 020 3432 2889
Write to: 3 Jardine House, Harrovian Business
Village, Bessborough Road, Harrow HA1 3EX