Official complaints

Please ask the staff at any reception area to put you in touch with the member of staff you need to talk to.

The Evelina Mediation Service is a free, independent, confidential service supporting families, patients and health professionals to resolve conflict.

Find out more about our mediation service.

Contact our Patient Advice and Liaison Service (PALS).This service provides support to patients, their families and visitors if they have questions or concerns about services, care or treatment. You can visit PALS in person, by telephone or email.

If you are not satisfied with the response that you receive, you can make a formal complaint by writing to:

Amanda Pritchard
Chief Executive
Guy's and St Thomas' NHS Foundation Trust
Gassiot House
St Thomas' Hospital
London SE1 7EH

Or by email on gstt.complaints@nhs.net

• Ideally, all complaints should be made within 12 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 3 working days. We will do our best to give you a full reply as quickly as possible, in either 35 or 45 working days depending on the complexity of your complaint.

Sometimes, we may invite you to a meeting to discuss your case with the relevant staff. You can ask a relative or friend to come with you 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. You must do this within 6 months of receiving our response
• 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 receiving our response. The PHSO will not investigate your case before you have received our response