Concerns, complaints and compliments
Find out more about how to express your views about your hospital care.
For all concerns, complaints and compliments please follow the advice below.
If you have a concern about your care or about any aspect of our service, please speak to the member of staff who is with you at the time. They may be able to resolve your concerns straight away.
If the staff member is unable to assist you, your first point of contact is the Trustās Patient Advice and Liaison Service (PALS).
The Patient Advice and Liaison Service (or PALS for short) is an informal service which:
- acts as a central contact point where you can obtain a wide range of information about the NHS and other services
- is a confidential service; we will not share any information you give us without your permission
- aims to resolve any concerns or problems you have as promptly as possible by listening to your views and comments, will aim to instigate changes to improve our services
if you feel your concerns have not been resolved satisfactorily, will guide you through the Trustās complaints process and provide you with information about external independent services who can assist you if you wish to make a formal complaint (see further details below).
You can contact PALs by:
- Phone: 01296 831120
(please use the answerphone as messages are regularly accessed during the day and we aim to reply by the end of the next working day). - Email: email us at bht.pals@nhs.netĀ
- Visit:Ā PALS offices are situated at:
Stoke Mandeville HospitalĀ ā Our office is above the restaurant at the main entrance - Writing:Ā please send a letter to:
PALS, Stoke Mandeville Hospital, Mandeville Road, Aylesbury HP21 8AL
If you would like to pass on a compliment please let the ward or department know directly or write to the Chief Executive at Trust Offices, Stoke Mandeville Hospital, Mandeville Road, Aylesbury HP21 8AL
Or send an email to bht.compliments@nhs.net
To make a complaint you can:
- Write to the Chief Executive, Trust Offices, Stoke Mandeville Hospital, Mandeville Road, Aylesbury HP21 8AL
- Email: bht.complaints@nhs.net
- Call complaints on:Ā 01296 831130
The Trust will acknowledge your letter within three working days and aims to provide you with a full response within 25-40 working days. We will advise you if it is likely to exceed this timescale.
If you are unhappy with the response you receive from the Trust you can contact:
- Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP Further information about the Ombudsman is available at www.ombudsman.org.uk or you can call their helpline on 0345 015 4033 for advice.
- The Advocacy People, independent health complaints advocacy – tel: 0330 440 9000
email: info@theadvocacypeople.org.uk
visit theadvocacypeople.org.uk - You can also contact the Care Quality Commission (CQC) about your experience of our services, although the CQC cannot investigate individual complaints.
Information about the CQC can be found at www.cqc.org.uk or you can call them on 03000 616161