Our quality story

Responding to complaints 

All trusts are expected to agree how quickly they will respond to a complaint with the person who has made it.

We aim to respond to all complaints as quickly as possible, although it will sometimes take longer if this involves a complex situation.

What's the standard?

We aim to respond to complaints within 30 days. We will agree a different timetable if the complaint is complicated to investigate.

How are we doing?

We regularly report on complaints handling to the Trust’s quality committee. The majority of complaints are responded to within the agreed timetable.

How you can help us

Help us improve our services by telling us what you think about the care you received. Often the easiest way to do this is to tell a member of staff involved in your care – ask to speak to the person in charge, usually a senior nurse or doctor.

There are lots of other ways you can comment on our services. See our feedback section for details.

If you have been a patient or live locally, you can also get involved by becoming a member of our Foundation Trust.

Got a question?

If you have a question about or comment on this information, please contact our complaints department on 020 7188 3514 or email complaints2@gstt.nhs.uk.

Our Patient Advice and Liaison Service (PALS) can also help resolve any problems you have with our hospital services.

How to complain

Read more about our complaints process. See also the website of the Parliamentary and Health Service Ombudsman.

This NHS Choices video explains more about making a complaint:

 

Page last updated: June 9 2016