Feedback, compliments and complaints
We are always interested to hear about what you think of our services. By telling us about your experiences and raising any concerns you may have, it helps us to make improvements. We’re always glad to hear about anything you think we’re doing well.
Give feedback and compliments
- Friends and family test: Would you recommend our services to your friends and family? Let us know by completing our anonymous friends and family test. Your comments will help us to make changes and take immediate action when there’s a problem. You can give your feedback online or on the ward. If you attend our outpatient or A&E departments you will receive a text message with a link to the test within 24 hours of using our services. If you do not want to receive the text message please contact our patient experience team by sending an email to firstname.lastname@example.org or inform the receptionist when you arrive for your appointment.
- PALS: Submit your feedback to our patient advice and liaison service
- NHS Choices: Give your feedback on any of our services through NHS Choices. Search or navigate to the page for the hospital or service you’ve visited, click on ‘reviews and ratings’ and ‘review this hospital yourself’. You’ll be able to complete the friends and family test, give us a star rating for areas like cleanliness, dignity and respect, and post a comment on the web page, which we’ll respond to.
- Healthwatch Central West London: Give your feedback on any of our services by contacting Healthwatch Central West London.
- Twitter: Tweet at us @ImperialNHS or direct message us. We monitor Twitter from 9.00-17.00, Monday to Friday. If your issue concerns clinical care, we will direct message you and ask for your contact details so our patient advice and liaison service can contact you.
- Make a Difference staff awards: nominate a member of our staff for an award.
Raising a concern
We aim to provide the best care to our patients, but we know we don’t always get it right. If you have a concern, we encourage you to let us know as soon as you can. We will listen to you and take your feedback seriously. By letting us know about your experiences, we can identify problems and make improvements.
Often the quickest and easiest way to resolve a problem or to answer your questions, is to speak to the staff who are caring for you or your relative or friend. It’s usually best to try and address problems as they arrive and before they become a formal complaint. For example, if you have waited a long time at an outpatient appointment, tell the nurse in charge. He or she should be able to give you an explanation and, if it is a common problem, feedback to the people responsible for organising the service to see if improvements can be made.
If for any reason you don’t feel comfortable speaking to the staff caring for you, or you’re not happy with the action taken, you can contact our patient advice and liaison service (PALS).
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