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Offical complaints

We work hard to give the highest standards of care but sometimes things can go wrong. 

If this happens, we do all that we can to put things right for you as quickly as possible and do our best to make sure the same thing doesn't happen again.

If you have a concern about the care that you have received, it is best to try to sort it out straight away by speaking with a member of staff

Complaint options 

If your child is staying in hospital

Talk to the ward sister or charge nurse (dark blue uniform). He/she will listen to your concerns, explain the situation; agree what actions should be taken and update you on progress as required.

If your concern is not resolved to your satisfaction, you can request to speak to the matron (purple uniform) for the department.

If your child is an outpatient

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

Evelina Mediation Service

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.

If you would rather talk to someone from outside the ward/department

Contact our Patient Advice and Liaison Service (PALS).This provides support to patients, their families and visitors.

Formal complaints

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

Dr Ian Abbs
Chief Executive and Chief Medical Officer
Guy's and St Thomas' NHS Foundation Trust
Gassiot House
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.
©  Guy's and St Thomas' NHS Foundation Trust.
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