"Excellent response to poor feedback"

About: King's College Hospital (Denmark Hill)

Amazing response from King's maternity unit in response to an informal raising of concerns (not a formal complaint, but a disappointed and frustrated patient and family) when things where not of a standard that one would expect. Telephone conversation with senior staff member who apologised, answered specific questions and highlighted specific remedies and training that would be put in place. A note to all, this is how one handles concerns/complaints. It is not that people expect perfection, but a human apology and to learn from mistakes has worked for me and in my experience works for most. It is rarely done well, and more rare to be done this well. 6 stars.

More about:

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››


Response from King's College Hospital (Denmark Hill)

Thank you for this very helpful observation, it is exactly what we try to encourage from all staff on a daily basis and it was clearly of huge help to you.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful