Frequently Asked Questions on the Complaints Process

How do I make a verbal complaint?

First of all, please speak to your doctor or the nurse manager or deputy in charge if you have any concerns.

Every attempt will be made to resolve your concern locally. However, if you feel your concerns have not been resolved to your satisfaction, then you can make a written complaint.

What information do I need to include in a written complaint?

A written complaint should include the following information:

  • Who you have spoken to
  • Who was involved?
  • What happened and when?
  • What you are concerned about?
  • Have you done anything else to resolve the matter?
  • What do you want to happen now?

A written complaint will be acknowledged within 5 working days.

How will my complaint be dealt with?

Your written complaint will be sent to all relevant personnel for feedback and a written response will be issued to you.

In addition, a meeting can be arranged with relevant staff members, if required and appropriate.

How long will I have to wait for a written response to my complaint?

You will receive a written response within 30 working days.

Should this time frame need to be extended and you will be kept informed every 28 days thereafter of the progress of your complaint.

What if I am still dissatisfied following the response from the hospital?

There are a number of external options available, the details of which will be provided to you in the Hospital’s written response.





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