Feedback and complaints about HMH services

You have the right to make a complaint about any aspect of our care, treatment or service, and this is written into the HMH Constitution

HMH encourages feedback because it’s used to improve services. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff.

If you’re unhappy with our service, it’s often worthwhile discussing your concerns early on with us, so that we may be able to sort the issue out quickly.

Most problems can be dealt with at this stage, but in some cases you may feel more comfortable speaking to someone not directly involved in your care.

See our feedback form available here on our website.

Other ways to give feedback

There are many websites that invite you to comment, give feedback, or even rate general hospital services or facilities.

You can either leave an overall star rating or post a review for other patients to see.

If you’re considering making a complaint but need help

Many issues can be resolved quickly by speaking directly to the staff where and when you received care or accessed a service.

Some people find it helpful to talk to someone who understands the complaints process first and get some guidance and support.

The Patient Advice and Liaison Service (PALS) is composed of our front desk staff.

You can speak with a PALS staff member, who’ll try to help you resolve issues informally with the hospital without the need to make a complaint.

PALS can be particularly helpful if your issue is urgent and you need action immediately, such as a problem with the treatment or care you receive while in hospital.

If you’re making, or thinking about making, a complaint, you could get free help from a HMH complaints advocate.

An advocate can help you to write a complaint letter and attend meetings with you, but cannot make the complaint for you or give medical or legal advice.

You can get free help from a HMH complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help. Just speak with any of our front desk staff.

Complaining about HMH services

You can often find information in waiting rooms, at reception, on the service provider’s website, or by asking a member of staff.

You can either complain to us directly (such as a medical officer, dentist, nurse) or to the front desk.

Making a complaint

Complaints should normally be made within 12 months of an incident or of it coming to your attention.

This time limit can be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.

This will be a decision taken by the complaints manager in discussion with you.

You can make a complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made.

If you’re complaining on behalf of someone else, include their written consent with your letter (if you’re making your complaint in writing) as this will speed up the process.

If the person cannot give their consent, for example, if they have died or lack mental capacity, or are a child who cannot complain for themselves, you may be able to complain for them.

What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 7 working days of receiving your complaint.

If you accept, the discussion should cover the period within which a response to your complaint is likely to be sent.

There’s no set timeframe for responding, and this will depend on the nature of your complaint.

If, in the end, the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you’ll receive a written response.

The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

It should also include information about how the complaint has been handled.

If you’re not happy with the outcome

If your problem persists or you’re not happy with the way your complaint has been dealt with locally, you can complain to the relevant institution.

Healthcare

If you’ve reached the end of the complaints process and are not happy with the organisation’s final decision, you have the right to bring your complaint to the appropriate regulatory authorities.

Feedback and complaints about the HMH website

If you wish to comment or give feedback about our website or make a complaint about our content, please contact us at enquiries@hmh.hospital. and select an option.