Complaints

Take the relevant action by competing our seamless process.

Member of reception staff on a ward
Important:

What to do if you have a problem or concern

If possible, 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

We can give you advice on the complaint process. If you have a complaint it should be raised: Within 12 months of the event or Within 12 months of you realising that you have something to complain about.

This time limit may be extended depending on circumstances as we treat each complaint individually.

All complaints are treated in confidence. Complaints are not kept in healthcare records and will not affect on-going or future treatment in any way.

The PALS team can provide you with more information about this.

Confidentiality

When we look into your complaint we will normally need to refer to your health records and your response may require reference to medical information about you.

If you do not want us to do this please tell us but this my limit our ability to deal with your complaint.

If you wish to discuss the implications of this further you can contact the UCLH Caldicott Guardian, who is a senior person responsible for protecting patient confidentiality and contacted at:

Dr G Y Shin, Caldicott Guardian, Consultant Virologist

If you are making a complaint on behalf of someone else, we require their written consent for their personal information to be shared in this way (this is to protect our patients’ privacy and confidentiality and to comply with the Data Protection Act 2018).

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 local primary care trusts. These reports do not identify patients or complaints. We us 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 into what happened and contact the relevant staff and team members.
We will review clinical records.
We will speak to staff involved.
We will look at the information you have provided.

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

You will have a named complaints handler.
You will be kept informed during the investigation.
You can contact the team directly if you have any questions.
Contact can be based on your preferred method whether this is telephone, virtual or face to face meetings.

You will be told when a response is expected.

Support is provided by the PALS (Patient Advice and Liaison Service).
They will listen to your concerns.
Provide advice.
Help you navigate the complaints process.

We will contact you with your preferred method .
You will receive the final response in writing.

You can contact your complaints handler.
The PALS team can provide advice and support.

  • Page last reviewed: