"Is the Complaint Procedure worth a..."

About: The Royal National Orthopaedic Hospital (Stanmore)

What I liked

What I would have liked is an apology but its gone to long for that. Now I would just like the truth.

What could be improved

The whole of the Complaint procedure.

My Complaint was given to PALS in 2006 which was ignored, than I made the same complaint to The Complaints Manager in Feb 2010 and I am still waiting for the reply! A year later.

Did you know that going to PALS means you are not making a complaint and it does not count on yearly outcomes. . Also remember that PALS can give legal advice against you to staff when you have asked for their (PALS) support and while you are talking to the staff with a legitimate complaint.

I will be the patient's mother outside the hospital with my placard, as I feel that strongly.

Anything else?

I think that 5 years to resolve a complaint is a bit excessive and shows an uncaring attitude from the RNOH and every time a dead-line is reached, I am the one chasing it up. They never keep you informed of anything.

If you want to complain then go to the Complaints Manager not PALS and hopefully it will not take you 5 years.ComplaintsDeath and dyingApatheticAttitude

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Response from The Royal National Orthopaedic Hospital (Stanmore)

Your comments have been passed on to our customer care manager.

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