"I had a lump removed from my heel ..."

Our Trust, which runs four hospitals, treats around 6,300 patients every month on an inpatient and day case basis. While the majority of those people, just like you, find that the care they receive is what they expect, a few may not be so happy.

From our perspective, it is always disappointing when someone has concerns about any aspect of their experience when cared for at our hospitals. Which is why we always encourage people to make their views known at the time - because then we have a chance to do something about it, if that's possible.

There are many ways that people can raise issues with our staff. Of course there is the senior sister in charge of the ward or clinical area, as well as the matrons who oversee many parts of our hospitals. But for those who are reluctant to engage our nursing team directly or that is not appropriate, then we have a Patient Advice and Liaison Service (PALS) based at each of our four hospitals.

In most cases, our nursing staff and/or PALS teams can probably resolve most issues, but if anyone feels that an issue needs a more formal airing, then we offer a written complaints system that will result in a thorough investigation. This service is available by e-mail (patcomplaints.enh-tr@nhs.net).

In the meantime, thank you for your feedback and we are very happy to hear that your personal experience of the care you received at the QEII on two separate occasions now was a good one.