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