Start at stage 1. Move to the next stage if your problem isn’t sorted or you’re unhappy with the response.
Stage 1 - talk to a member of staff
If you feel comfortable doing so, it’s always best to mention your concern to the member of staff you are dealing with or their manager. They may be able to sort things out for you.
Stage 2 - contact the Patient Advice and Liaison Service (PALS)
PALS is a confidential service. They won’t share with whoever you are complaining about. They try to sort out the problem or advise you what to do. They also have a lot of information about the NHS and other services.
PALS, Stoke Mandeville Hospital, Mandeville Road, Aylesbury HP21 8AL
the PALS office is above the restaurant at the main entrance to Stoke Mandeville Hospital
Stage 3 - write to the Trust with your complaint
You can send a letter via post or email addressed to the Chief Executive.
Neil Macdonald, Chief Executive, Executive Office, Hartwell Wing, Stoke Mandeville Hospital, Mandeville Road, Aylesbury, Buckinghamshire,HP21 8AL
Stage 4 - write to the Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and other public organisations.
0345 015 403
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP