Raising concerns or making a complaint

Raising a concern leaflet cover showing a man filling in a form

Update to our service during the Covid-19 outbreak

Due to the coronavirus (Covid-19) outbreak, University Hospital Southampton has paused the investigation of new and existing complaints. This enables clinical staff to focus on front line patient care. It also enables our complaints teams to provide vital support to the NHS.

We will continue to review and acknowledge all new complaints and will act upon any concerns about patient safety or safeguarding. However, we will not investigate the complaint or respond until further notice. Anyone currently awaiting a response to a complaint will be notified that the investigation is on hold.

Many of our staff have been redeployed or are working remotely. If you need to contact University Hospital Southampton about an existing complaint, please email where possible via PALS@uhs.nhs.uk who will review your query and respond or redirect as appropriate. Please note that due to increased demand, you may have to wait longer than usual for a response.

We will resume our complaints service as soon as possible. In the meantime, thank you for your patience and understanding.

Our 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 support services.
  • 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 complaints.

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.

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:

Addresses

Head of complaints
C level, Centre Block
Mailpoint 81
Southampton General Hospital
Tremona Road
Southampton SO16 6YD

Telephone 023 8120 6325 or email patientsupportservices@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.