Raising concerns or making a complaint

 

Raising a concern leaflet cover showing a man filling in a formOur service

We welcome feedback, good or bad, as it helps us improve our services. If you have any concerns please raise these with any of the following people:

  • The person in charge of the ward, clinic or department, to try to resolve them in the first instance.
  • The care group manager or matron for the department.
  • Patient advice and liaison services (PALS)
  • The hospital's duty manager if it is outside of normal working hours.

Contact information is available from department staff or switchboard on 023 8077 7222. 

You can also tell us about your experience using our online form.

If you wish to make a formal complaint you may contact the patient support services team in writing, by email or by telephone on 023 8120 6325. A team member will discuss your concerns with you.

Alternatively you may wish to write to the chief executive or head of patient and family relations.

Please be assured that your complaint will be treated in confidence, will not affect your treatment and you or your relative will not be discriminated against in any way.

Advocacy services

Advocacy services can help to support you when you are raising a concern or making a complaint. Please find below links to the local advocacy services:

Raising a concern or complaint leaflet

For more information and a feedback form you can print and post back to us, download our Raising a concern or complaint leaflet.

An easy to read version of how to make a complaint is available.

You can also listen to an audio version of this leaflet:

This audio file is available to download in the downloads box on the right.

The leaflet is also available in our most commonly requested languages:

Update on the complaints process during the COVID-19 pandemic

Although NHS England has not placed the complaints process on hold during this wave of the COVID-19 pandemic, the increased pressure on our clinical services has resulted in University Hospital Southampton (UHS) NHS Foundation Trust extending our complaint response timeframe to 55 working days. Many clinical staff are involved in answering complaint questions and this extended timeframe will allow them to focus on their frontline duties during these unprecedented times.

The complaints team will continue to assess complaints on a case-by-case basis and your complaint handler will contact you to keep you updated on the progress of your complaint.

Addresses

Head of patient and family relations
C level, Centre Block
Mailpoint 81
Southampton General Hospital
Tremona Road
Southampton SO16 6YD

Telephone 023 8120 6325 or email pals@uhs.nhs.uk

Chief executive
Trust Management Offices
Mailpoint 18
Southampton General Hospital
Tremona Road
Southampton
Hampshire, SO16 6YD 

Ombudsman

If after further investigation or a meeting you remain unhappy with the way in which we have handled your complaint you can refer your concerns to the Parliamentary and Health Services Ombudsman who is completely independent of the NHS. Visit www.ombudsman.org.uk.