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, Dame 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 2018/19 we received 406 formal complaints – 23 fewer than in 2017/18.
Only nine of these were referred to the Parliamentary Health Service Ombudsman (PHSO), the second stage of the formal NHS Complaints Procedure – the same number as during the previous year.
Of these cases (some of which were carried over from previous years) one was not upheld and a further six remained under review at the year’s end. Only one case was partially upheld.
To find out how to make a complaint, read more about our complaints process.