Complaints

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Important:

What to do if you have a problem or concern

Ideally, tell someone as soon as you are aware of the problem. For example, the Nurse, Charge Nurse, Ward Sister, Matron, Doctor or Receptionist. In many cases they will be able to help you with your problem straight away or provide information, clarification or advice to help you decide what to do next.

Important:

The complaint process

If you have a serious complaint, PALS should be contacted by telephone or email. The complaint should be raised within 12 months of the event, though we reserve the right to extend this period for particular circumstances, and individual cases.

Confidentiality

All complaints are dealt with in the strictest confidence, and where possible by the same PALS team member. To deal effectively with your complaint, this team member may have to access your patient records to check information. You have the right to refuse our access, but you must understand this may limit our ability to deal with your complaint. If you wish to discuss this further you can contact the UCLH Caldicott Guardian, who is a senior person responsible for protecting patient confidentiality. Their contact details are below in the white box.

Please be assured that no complaint becomes part of a patients records and will not affect on-going or future treatment.

If you are making a complaint on behalf of someone else, we require their written consent for us to proceed. This is to meet the requirements of the data protection act 2018.

Consultant Virologist

Address
UCLH,
250 Euston Road,
London,
NW1 2PG
Email address
[email protected]

Complaints monitoring

All complaints are recorded on a central database (Datixweb). Reports on complaints are reviewed by the UCLH of Directors, the patient experience and engagement committee (PEEC) and (Too check out West Yorkshire Integrated Care Board). These reports do not identify patients or complaints. We use the lessons we learn from complaints to improve services for patients.

Frequently asked questions

  • We will allocate a dedicated complaints handler
  • We will investigate fully what happened
  • We will provide a written response including the actions we have taken.
  • We will look at the information you have provided
  • We will contact the relevant staff team members, Head nurse or CSU
  • We will speak to the staff involved
  • We will review clinical records where necessary.

The incident will be investigated and we will compare this against what the expected outcome should be.

  • You will have a named complaints handler who you can contact at any time during the process
  • You will be kept informed during the investigation by email or telephone
  • You can contact any member of the team directly if you have questions or you’re unhappy with your complaints handler.  
  • Most complaints are dealt with within X timeframe
  • You will be told when a response is expected
  • If the complaint is taking longer than expected you will be contacted and this will be explained.
  • Your dedicated PALS complaints handler is the person to contact if you need help at any stage of your complaint
  • This webpage can provide additional information about PALS or the complaints process if you require it.
  • We will contact you by your preferred method, email, telephone or letter
  • You will receive the final response in writing.

If you are unhappy with the outcome and want us to continue to investigate, your complaint will be progressed to a formal complaint and dealt with by a different department. Further information about this is available on this page of the website.

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