Compliments and complaints
We want to hear from you. Whether you want confidential help and advice, have a comment, compliment, concern, or complaint.
PALS acts independently when handling your complaint or concerns. They will liaise with the people and organisations involved in your case to get prompt solutions. They can also refer you to specific local or national-based support agencies.
Five things PALS can do for you
1. Listen to your concerns, suggestions and queries
2. Help sort your problems quickly on your behalf
3. Listen to your suggestions on how we can improve services and make positive changes
4. Offer confidential support, advice and information
5. Put you in touch with other local agencies that might be able to help
How to make a complaint
We try hard to get things right and provide a high standard of care and treatment. However, we recognise that sometimes things do not go as planned or meet your expectations. It is important you tell us if you are unhappy with:
- your care
- the care of a relative or somebody you care for
- any aspect of our services
Talk to our staff
Please talk to a member of staff in the clinic, ward or department where the problem arose. They will do their best to deal with your complaint and where possible, put things right in an informal manner.
The Patient Advice Liaison Service (PALS) is not part of the informal complaints procedure, but they may be able to deal with your concerns informally and they can tell you more about the formal complaint procedure and independent complaints advocacy services.
You can contact PALS by calling 0800 011 6113/01707 388 164 or emailing firstname.lastname@example.org.
Contact the complaint service
Making a complaint will not adversely affect your current or future treatment, or that of your relative or someone you care for.
To contact the complaints service call 01707 388 036 or email email@example.com
You can also write to:
Patient Experience Team
Hertfordshire Community NHS Trust
Welwyn Garden City
We are open weekdays from 9.30am to 4pm. Outside of these hours please leave a message on the answer phone and the team will get back to you as soon as they can.
How we handle your complaint
We aim to acknowledge your complaint within three working days, if not sooner.
We will discuss and agree with you how your complaint will be handled and the outcome you can expect, and when you can expect to receive this. If you are making a complaint on behalf of somebody, we will require signed consent from them, to take this forward on their behalf. A consent form will be sent to the patient for their signature so that the complaint investigation can begin.
Your complaint will be investigated thoroughly and in confidence, and in the event the investigation is likely to take longer than anticipated, you will be contacted at the earliest opportunity to agree a suitable extension.
After your complaint has been investigated, we will send you a response in the format you have requested, for example by letter or email.
Information arising from the investigation of your complaint will be used to help identify areas of improvement in Hertfordshire Community NHS Trust services.
Help with making a complaint
It can be helpful to get in touch with an independent service for guidance and support about your complaint. NHS Complaints Advocacy provides free independent advice to people about the NHS complaints procedure and they can help you make a complaint.
To contact the advocacy service, PohWER:
Call 0300 456 2370 or email firstname.lastname@example.org or fax 0300 456 2364
Address: POhWER, NHS Complaints Advocacy, PO Box 14043, Birmingham, B6 9BL
If you are unhappy with the outcome
If you are not happy with the response to your complaint, in the first instance please contact the Complaints service or the named contact in your complaint response to discuss how we may be able to help.
If there is nothing further we can do to resolve your complaint, you can contact the Parliamentary and Health Service Ombudsman to request an independent review of your complaint.
To contact the Ombudsman:
Call 0345 015 4033 or email email@example.com
Address: Millbank Tower, Millbank, London, SW1P 4QP
Your feedback on the complaints process
It is very important to us that members of the public not only feel able to raise their concerns but are happy with the actions that we take as a result.
If you have had cause to raise a complaint with Hertfordshire Community NHS Trust, we would value your feedback regarding the complaints handling process.
In order to monitor how well we respond to complaints, we would be grateful if you would take the time to complete our short online questionnaire. We will look at your feedback and use it to review and improve our complaints procedure.
Your response will be treated confidentially and there is no need to include your name.
Take the survey - give your feedback
For further information regarding Hertfordshire Community NHS Trust(HCT) complaints service, please read our Complaints leaflet:
Who doesn't love a compliment? It's always good to hear when our staff or services exceed your expectations. It can be reassuring for new patients to hear good things about us too. Your compliments help us know if things are working well.
Compliments for Adult Services in East and North Herts
Herts and Essex Hospital
“We would just like to write and thank you for all the wonderful care my father received recently whilst on the ward. His two week admission went on way longer than we expected but during his time there he was always very well cared for and in good spirits. We didn’t get to meet all the people that cared for him, as were only able to visit him once a week, but found everyone that we did meet very professional and willing to spend the time discussing his progress, in particular the nurse in charge that day and Dennis who we meet most Saturdays. Thank you again.”
MSK Physiotherapy and OT West
“The knee exercise class on Fridays was extremely useful. Carmel is a very experienced and attentive physiotherapist. Although I am still in pain, my mobility increased and I can function naturally. It taught me the importance of regular exercise for the joints. Please organise a continuation, paying class with a physiotherapist. A lot of us would be interested.”
Compliments for Children’s Services
School Nursing and Health Visiting - East Locality, Well Baby Clinic
“It is close to my house, always can count on health visitor help, all staff members are friendly.”
“Video interactive guidance with Natasha Gray and attended the Circle of Security Group. I cannot praise this service enough. It helped me see the light at the end of the tunnel and I do not think I could have done this without this support.”