Compliments and Complaints

Your views are important to us 

We are always pleased to hear from people who feel we have provided a good service. We always welcome suggestions on how we can make improvements.  We also like to hear from people if they are not happy with the standard of service, care or treatment we provide.

To give a compliment:

If you can compliment the individual or service team directly then this is always positive for them and ensures they get the message in the best way. We also appreciate it if you can complete our online comment, compliment or complaint form  and give us more information about the individual or team and why you feel they deserve to be recognised.

To make a complaint:

You can speak to one of our staff
You can speak confidentially to the person providing your care - or ask to speak to the person in charge of the ward/department. Speaking to someone in the Trust who supports you, or has done so, gives us the opportunity to sort out things more quickly.

You can speak to PALS
You can contact the Patient Advice and Liaison Service (PALS) for information and support. PALS is a confidential service which will listen to your concerns, and issues and try to put things right as soon as possible.

You can make a complaint
If, after speaking with a member of staff or PALS, you feel that your concern has not been satisfactorily resolved, you can telephone or write to us.  It will help if you contact us as soon as possible. Making a complaint will not affect the way you are treated.

Send your complaint to

The Complaints Manager or the Chief Executive
Trust Head Office
Hertfordshire Partnership University NHS Foundation Trust
The Colonnades
Beaconsfield Road
Hatfield
Hertfordshire
AL10 8YE

You can complete our online comment, compliment or complaint form

or Tel: 01707 253916.

If you would like help and support to make a formal complaint you can contact the NHS Complaints Advocacy Service.  POhWER ICAS (www.pohwer.net) is an independent body offering advocacy support to people who wish to make a complaint about NHS services.  The service is free, independent and confidential.