How Do I Complain About East Surrey Hospital?

If a problem arises while you are at the hospital, please feel free to contact a member of staff or the PALS team. The PALS office is open weekdays 9:30am to 4:30pm, and is located near the Main Entrance of East Surrey Hospital. You can also raise your concerns by using the online concerns and complaints form.

How do I complain about poor care in hospital?

They can offer support to help you through the complaints process.

1. Telephone: 0203 553 5960 or 0300 456 2370 (Monday to Friday – 8am to 6pm)
2. Email: [email protected].
3. Text: send the word pohwer with your name and number to 81025.
4. Website: www.pohwer.net.

How do I write a complaint to NHS hospital?

1. Complaints & Improvements.
2. You can email your complaint to [email protected] or you can contact the Complaints and Improvements team on 020 8725 3492 or 020 8725 1609 and they can take the details of your complaint or arrange for an appropriate person to contact you to resolve and address your concerns.

How do I complain about a hospital ward?

You can complain in writing, by email or by speaking to someone in the organisation. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

How do the NHS respond to complaints?

Complaints must be properly investigated and dealt with efficiently. Complainants must: Be treated with respect and courtesy; • Receive a timely and appropriate response to their complaint; • Be told the outcome of any investigation; and • Be told about any action taken arising from the outcome of their complaint.

What do you do if you are not happy in hospital care?

Contact your local integrated care board (ICB) for complaints about secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services like district nursing. Every ICB will have its own complaints procedure, which is often displayed on its website.

What do you do if you are unhappy in hospital treatment?

Who should you make your complaint to? You should first consult the doctor who is in charge of your care. This is typically a consultant within the hospital or your GP, if you have received treatment within your local community practice.

What is the most common complaints in a hospitals?

Studies have found that the vast majority of hospital patient complaints are related to the customer service they receive, specifically in the areas of:

• Staff/Patient Communication: 53 percent.
• Long Wait Times: 35 percent.
• Practice Staff Behavior: 12 percent.
• Billing Discrepencies: 2 percent.

What is the most common complaint received by the NHS?

The largest proportion of complaints received by individual subject area (including clinical treatment) was Communications with 18.0% followed by Patient Care including Nutrition / Hydration at 12.1% and then Values and Behaviour at 10.6%.

What happens when you complain to pals?

We will contact you within three working days of receiving your complaint to acknowledge it and agree with you how it can best be resolved.

What is hospital misconduct?

Performing an operation without taking the consent in writing from the husband or wife, parent or guardian in the case of a minor, or the patient himself as the case may be, constitutes misconduct.

How do I email a complaint to the hospital?

Dear…. I am writing to complain about the treatment I received from [name(s) of staff] at [place where incident happened/treatment received] on [date of incident/period of treatment]. I am writing on behalf of [insert name of patient], and I enclose their written agreement to act on their behalf.

How do you make a complaint?

Tips for writing a formal complaint

1. Date the letter of complaint.
2. Provide your name and address.
3. Give a clear account of what happened and what went wrong.
4. Include all the relevant facts such as dates and names but try to keep the letter concise.

What are the 5 stages of complaint handling?

Here are the five steps to consider in handling a customer complaint.

• Acknowledge the problem. Customers want to know that you are listening and validating their concerns.
• Apologize. Apologize for the customer’s inconvenience.
• Offer solutions.
• Stay positive.
• Go above and beyond.

What are the 3 things you should do when handling a complaint?

Three Steps for Effectively Handling a Customer Complaint

1. Listen attentively.
2. Empathize and apologize.
3. Offer and execute a solution.
4. Why Good Customer Service is So Important.

What are the five steps in the complaint process?

This document outlines the five steps in the complaints process under the Complaints, Disputes and Discipline Policy.
Complaints process: step by step

1. STEP 1 – Making a Complaint.
2. STEP 2 – Initial Evaluation.
3. STEP 3 – Assessment.
4. STEP 4 – Outcome.
5. STEP 5 – Finalisation.

What are my rights as an NHS patient?

Be treated with dignity and respect. Accept or refuse treatment and only be physically examined with consent. Be given information about any test and treatment options open to you, what they involve and their risks and benefits. Have access to your own records.

Can a hospital choose not to treat you?

Hospitals are not required to treat every patient that seeks medical help. Unfortunately, hospitals operate as businesses. Treating patients – especially the uninsured – is expensive. Therefore, hospitals make business decisions in relation to how (and even if) a patient should be admitted or treated.

How do you deal with rude hospital staff?

Explain the situation clearly with facts and in a calm voice to the person in charge. Avoid shouting or insulting staff. The person in charge will address the situation and talk to the staff. Notify the hospital.

Can being in the hospital cause depression?

And numerous studies have shown that the rates of depression among hospital patients are higher than the non-patient population.

What to do if NHS is not helping?

Making a complaint can seem difficult, but support is available. Contact your local council or local Healthwatch to find out about independent NHS complaints advocacy services in your area. Contact your local citizens’ advice bureau for support with complaints about the NHS, social services or local authorities.