Comments and complaints

Everyone has the right, under the NHS constitution, to provide feedback on the health services they use. Although we always like to hear about the things we have done well, we also want to hear about the things we could do better and about what matters the most to you.

Sharing your views helps us understand how people feel about our services and our staff, learn lessons from our mistakes and prevent them happening again to anyone else. Whilst these do not always make for easy reading, we are committed to acting on the information we are given to make things better in the future.

We hope that our patients are satisfied with the care and treatment they receive and we very much value your feedback and use it to improve and fine tune the services we provide.

Comments

There are a number of ways you can get in touch with us and let us know how you feel about the care you have received at our hospitals, or your views about our services in general.

Alternatively, you can share your experiences with others by commenting on our services on NHS Choices.

If you have been particularly impressed by the care and treatment you have received, either from an individual or a team, and would like to make your thoughts known, you can also write to:

Chief Executive
Chelsea and Westminster Hospital NHS Foundation Trust
369 Fulham Road
London
SW10 9NH

We will make sure that your letter is forwarded to the person or team in question.

Complaints

If you have a concern about your care or treatment, or about any of our services, the best thing to do is to speak to the member of staff who is with you at the time. They will do their best to resolve your concerns straight away and quickly put things right for you.

If you feel you are not able to speak directly to a member of staff you can instead contact our Patient Advice and Liaison Service (PALS) who aim to provide a rapid response and help find the most appropriate person to help patients and their families with any questions about their care.

If neither of these routes resolves your concern, you can make a formal complaint by writing to or emailing the appropriate department:

Alternatively you can speak to NHS Complaints Advocacy, an organisation which helps people to make complaints about NHS services, by calling 0300 330 5454 (textphone 07860 022 939) or by emailing nhscomplaints@voiceability.org.

Things to remember when making your complaint:

  • Normally complaints should be made within 12 months of the concern first being raised
  • All complaints are treated in confidence and will not compromise any future care you receive
  • To investigate your complaint staff involved in the investigation may need to view your health records
  • Your complaint will only be shared with staff involved in the investigation and resolution
  • If you want to make a complaint on behalf of someone else, they will need to sign a consent form provided by the complaints team giving their permission before we can investigate

What happens next? 

We will acknowledge your communication within two working days in a letter or email acknowledging your concerns. We will then begin an investigation.

When will I receive a full reply? 

The Chief Executive will send you a written response within 25 working days explaining the outcome of the investigation and any actions taken. If we cannot respond fully within 25 working days we will contact you to explain why this is and will continue to update you regularly.

What if I’m not happy with the outcome?

Every effort will be made to resolve your complaint and we will do our best to make sure you are satisfied with the outcome of our investigation. However, if you still feel we haven’t addressed your concerns you may wish to take the matter to the Health Service Ombudsman.

You can email the Ombudsman phso.enquiries@ombudsman.org.uk or call 0345 015 4033.

If you require any independent assistance or support with the complaints process, you can contact the NHS Complaints Advocacy Service. This service provides free, independent and confidential help and advice. The NHS Complaints Advocacy Service has a wide range of information to support you or you can request an advocate to assist you. The NHS helpline telephone number is 0300 330 5454 and advice can also be found at nhscomplaintsadvocacy.org.

More information on the NHS complaints process is also available on NHS Choices.

Feedback

Was this page useful to you?

Share this page