"Very Poor Complaint Service"

About: Frimley Park Hospital (Frimley)

Following surgery this month (which i require every 6 months) I was advised that due to NHS budget constraints my treatment was now being limited to just once annually.

I contacted the PALS office at the hospital on 7th September 2015 to complain and to ascertain who at the hospital had made this decision regarding my care without prior consultation.

I was advised that they were busy but would hopefully get me a response within a couple of days.

Having heard nothing for a week I rang again on the 14th Sept 2015. I was advised that an e-mail had been sent internally on the 7th but had not been responded to yet. I was told that a follow-up email would now be sent chasing an answer. I made a request to PALS that I be copied on this email for my records . I was assured by the PALS representative that I would receive a phone call that day with a response.

Having again not received a response after waiting another week, I contacted the hospital on 21st Sept 2015. As no one was available to take my call I left a voicemail asking for someone to return my call urgently to discuss my complaint.

On the 22nd Sept(15 days since first contacting the hospital) I had still not received an answer or a return call from PALS. Therefore I called them again to find out what was happening. I was told that the person dealing with my complaint was now on holiday and that they would try and find out what was going on. They said they were unable to confirm why

I wasn't contacted on the 14th Sept as promised or why I'd not been copied on the follow-up email as previously advised but would get back to me with an immediate response. I am still waiting!

In conclusion, I contacted the PALS office at Frimley Park Hospital 15 days ago with a very simple complaint about my on-going treatment at the hospital. Wanting to know who had taken the decision to change my medical treatment purely on financial grounds. Unfortunately, it seems no one at this hospital seems willing or able to deal with my complaint and provide me with an answer!

I feel I have little alternative but to instigate a full formal complaint with the chief exec of the trust.

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Response from Frimley Park Hospital

Dear rvarley

Thank you for taking the time to leave your feedback on your recent experience.

I am sorry that the PALs team haven't been as a responsive as we aim to be, and have not got back to you.

It may be they haven't been able to get to the bottom of why your surgery has been changed, but that doesn't excuse keeping you up to date.

Please can you email me directly your details and I will ask the Complaints and PALs manager to ring you today.

My details are claire.marshall@fhft.nhs.uk

Once again please accept my apologies Kind Regards Claire Marshall Head of Patient Experience

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