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Your complaints procedure

Story from nhs.uk

"Your complaints procedure"

About: Good Hope Hospital

The complaints procedure at GHH is farcical - PALS mislay crucial paper work. Staff blame each other and no one seems willing to be accountable. Changes are promised , lessons learned blah blah but nothing happens. Still waiting on a discharge letter since January 2015! I have seen the distress their inaction causes to family members and it is wholly unacceptable. Don't say sorry if you don't do what you said you would.

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Responses

Response from Marie Helebert, Patient Services Officer, Patient Services, Heart of England Foundation Trust 8 years ago
Marie Helebert
Patient Services Officer, Patient Services,
Heart of England Foundation Trust

Work with patients & families to highlight and address any issues relating to patient experience.

Submitted on 07/09/2015 at 17:20
Published on Care Opinion on 08/09/2015 at 09:33

Dear Ruthliz

Thank you for your post regarding Good Hope Hospital. My apologies for any delay in responding to you. I am very sorry to learn that you are unhappy with the complaints procedure.

Can I please ask you to contact me at your convenience so that I can obtain some more information from you and look into your concerns in more detail.

Patient and family feedback is extremely important to us and I would welcome the opportunity to do what I can to resolve your issues.

I can be contacted on 0121 424 0808 or by email: marie.helebert@heartofengland.nhs.uk

I hope this is acceptable and look forward to hearing from you.

Kind regards

Marie Helebert

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