Making a complaint

Imperial College Healthcare NHS Trust aims to provide the best care for our patients. However, sometimes things do not go according to plan. When this happens it is important that we know as soon as possible so that action can be taken.

Your views about our services are important to us. By making comments or raising concerns, you help us to understand how patients see our services and where improvements can be made. We are also glad to hear about anything you think we are doing well.

How to raise a concern or make a complaint
Step one
Often the quickest and easiest way to resolve a problem or get an answer to any questions you may have is to speak to the staff who are caring for you. 

If you are not satisfied with the action taken or would like assistance in resolving your concerns please speak to our patient advice and liaison service (PALS). The PALS team act independently when dealing with the concerns of patients, carers or visitors and can help negotiate prompt solutions on your behalf. Where your issues are complicated, PALS can listen and advise you about step two of the NHS complaint procedure if appropriate.

Step two
If you feel that your concerns have not been resolved informally and you wish us to investigate your complaint, please write to us. Send your letter to:
The managing director
Imperial College Healthcare NHS Trust
Trust headquarters
The Bays
South Wharf Road
London W2 1NY

Alternatively you can email our patient complaint coordinators at complaints@imperial.nhs.uk.

When writing to us please note the following:

  • Please include your name, address, date of birth and, if known, your hospital number 
  • If you have many issues you would like addressed, it can be helpful to list and number your concerns
  • Please make clear what you expect as an outcome of your complaint
  • If you need assistance with making a complaint, please contact PALS or the Independent Complaints Advocacy Service (ICAS) - see below for more information about ICAS

If you are writing on behalf of someone else, please include your own name and address, as well as the patient’s details. We will also need to have written consent from the patient whenever disclosure of personal information is necessary, so please include his/her agreement to the content of the complaint. If the patient is unable to provide written authorisation because of ill health, please contact us for advice.

Our response
We will acknowledge your complaint within three working days and try to respond within 25 working days, unless your complaint investigator agrees another timescale with you.

If the Trust is unable to investigate your complaint, we will write to inform you of the reasons for this.

If your complaint is complex we may ask if you would like to attend a local resolution meeting so that you may discuss your concerns with the appropriate service manager and clinical staff.    

Step three
If you are not satisfied with our response following our investigation at step two, you must write to us stating the reasons why you are dissatisfied. We will arrange for a different senior officer to review your complaint within a further 25 working days, unless agreed otherwise. 

If you remain dissatisfied when you receive our final response and consider that we have failed to deal with your complaint effectively or appropriately, you may ask the Health Service Ombudsman to review your complaint.

You can contact the Health Service Ombudsman at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033 (Mon-Fri, 08.30–17.30)
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

The Ombudsman will generally only consider your complaint once you have completed the Trust’s complaints procedure and received your final response. If the Ombudsman is of the opinion that Imperial College Healthcare NHS Trust can do more to resolve your complaint, they will refer your complaint back to the Trust. It is therefore very important to allow the Trust every opportunity to try to resolve your complaint.

Independent help with pursuing your complaint
If you wish to make a complaint and would like independent advice or support, the Independent Complaints Advocacy Service (ICAS) may be able to help you. This is a free, independent and confidential service that offers help and information about making a complaint. You can contact ICAS using the following details:
Telephone: 0845 337 3065
Email: pohwericas@pohwericas.net
Website: www.pohwer.net

Legal action and claims for compensation
Please note that we cannot investigate your complaint if you decide to start legal proceedings against the Trust for the same issue. However, writing a letter of complaint does not affect your right to initiate legal action in the future.

Claims for compensation for poor medical care or treatment (including negligence) are excluded from the NHS complaints regulations. Therefore, you will need to obtain legal advice if you wish to seek compensation for any reason.

You may find it helpful to contact Action Against Medical Accidents, an independent charity that can provide confidential advice and support for victims of medical accidents.
Address: Action Against Medical Accidents, 44 High Street, Croydon, Surrey, CR0 1YB
Telephone: 0845 123 2352
Email: advice@avma.org.uk
Website: www.avma.org.uk

For more information please see our concerns and complaint policy.