The RNOH will remain the UK’s leading specialist orthopaedic hospital, further enhancing its international profile for outstanding patient care, research and education

Complaints

At RNOH, we are committed to listening to and responding to patient and public experiences and views. We are motivated to further enhance our standards of care and experience for patients. Therefore, we value any feedback and utilise it in a positive way to improve our Trust.

When managing and responding to complaints, we will be candid in our responses and responsibility will be taken as appropriate because we don’t always get things right. We will provide honest feedback and openly apologise. At RNOH, we are proactive in making improvements as a result of complaints. Receiving complaints is viewed as positive thing as this allows for us to further improve the services that we provide to you, our patients.

At RNOH we learn from complaints. Such information is shared at the following meetings and committees within the Trust: monthly Quality & Risk Meetings within divisions; quarterly Patient Experience Improvement Committee; monthly Clinical Quality & Governance Committee; monthly Joint Performance Committee. (Please note that patient names are removed from data for these meetings/committees). See the bottom of this page to view examples of how real complaints have been managed at the RNOH and what procedures have been put in place as a result.  

We are very interested in hearing your patient stories and experiences, positive and negative. If you would like to share your experience or story with us, please contact Baljit Rana on 020 8909 5717 or Kim Harris on 020 8909 5439, email: candp@rnoh.nhs.uk or write to us at the address below.

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:

Complaints and PALS Officers
Royal National Orthopaedic Hospital NHS Trust
Brockley Hill
Stanmore
Middlesex
HA7 4LP

Tel: 020 8909 5717 / 5439
Email:
complaints@rnoh.nhs.uk

Time limit for making a complaint

Your complaint should be made no later than 12 months after the event(s) in question or from the date that you were first made aware of the issues in question. However, it is advisable to make your complaint as soon as possible so that your and other people's recollection of events is fresh. NHS organisations do have discretion to consider complaints outside of these time limits.

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 Complaints and PALS Officers 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 Ombudsman
Millbank 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.

Useful documents:Size
Complaint February 2015247.96 KB
Complaint January 2015121.27 KB
Complaints October 2014246.02 KB
Complaint August 201419.89 KB
Complaint June 2014152.85 KB
RNOH Complaints Annual Report 2014-2015.pdf332.59 KB
A Patient's Guide To Raising Concerns.pdf87.96 KB
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