If you are not satisfied with the response that you receive, you can make a formal complaint by writing to:
Acting Chief Executive
Guy's and St Thomas' NHS Foundation Trust
St Thomas' Hospital
London SE1 7EH
- Ideally, all complaints should be made within six months of the issue, as this makes it easier for everyone to remember what happened and helps us to respond quickly
- Please give as much information as you can, including your name and address. If relevant, also include the name of the doctor or nurse caring for your child, the ward name and your child's hospital number
- If you are raising more than one concern, it helps to number each point. This helps us to make sure we answer all of your concerns.
We are committed to learning from all the complaints we receive.
We will send you a letter to formally acknowledge your complaint within three working days. We will do our best to give you a full reply as quickly as possible - usually within 25 working days. If we think it will take longer than this to investigate your complaint fully, we will let you know.
Sometimes, we may invite you to a meeting to discuss your case with the relevant staff. You can invite a relative or friend to this meeting.
What if I am still not happy?
If you have followed the formal complaints procedure outlined above and are not satisfied with our reply you can request:
- that the complaint is reopened, detailing the aspects of your complaint that you do not feel our response fully addressed
- an independent review of your complaint. You will need to write to the Parliamentary and Health Service Ombudsman (PHSO), requesting a review. You must do this within 12 months of our response. The PHSO will not investigate your case before you have received our response.