Complaints

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We aim to offer all our patients excellent treatment and care – but we know we may not always get everything right.

That’s why we aim to make it easy for you to tell us about any problems you have so we can do our best to resolve them, learn from any mistakes and improve the way we do things in the future.

Our senior management, often including the chief executive, Marianne Griffiths, regularly meet with patients and their relatives to discuss their problems, ensure these are resolved and that the actions agreed are followed through.

In 2017/18, 431 cases (3% of all enquiries) required a formal investigation under the NHS Complaints Procedure due to either their complexity or the seriousness of the issues raised. This compared to 4% in 2016/17, 5% in 2015/16 and 2014/15, and 6% in 2013/14.

Only nine of the 431 complaints made during 2017/18 were referred to the Parliamentary Health Service Ombudsman (PHSO), the second stage of the formal NHS Complaints Procedure – down from 14 in 2016/17.

During the year, eight cases referred to the PHSO (some carried over from previous years) were not upheld and a decision was awaited on a further five cases. Only two cases were upheld, in which a total of £2,000 was awarded as compensation to address service failures.


To find out how to make a complaint, read more about our complaints process.

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