"Follow up on our comments below."

Anything else?

PALS are always telling people below to make a complaint. We made a verbal complaint on the 18th December 2012. Despite chasing this last week and being told that the investigation was nearly complete we are still awaiting the findings after 5 weeks so whats the point!

When we made the verbal complaint we were clearly told that we would be told the results of the investigation. When we chased we appear to be told that no complaint or investigation could actually take place until such time as we had made a written complaint. This was moist definitely not we were told originally. When we asked what the max time was for a response to a verbal complaint we were informed there was not one although there is one for written complaints...does that make any sense?

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Response from Queen Elizabeth Hospital Woolwich

Thank you for your comment. I am sorry for the problems you have experienced at the Trust and have spoken to our PALs department. They apologised if there was any misunderstanding, and are not sure how this could have occurred. In general, PALS issues can be dealt with within 24 hours, anything longer or more complex are advised to make a formal complaint if appropriate. All complaints are acknowledged formally within 3 working days and the Trust is working to a 25 working day performance target. The department has invited you to get back in touch with them as they have been unable to identify your original complaint from the information provided through NHS Choices. You can contact them on Tel: 020 8836 4592 or Email: pals.qeht@nhs.net

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