Patient experience

We listen with respect—and respond with rigour

Compliments reinforce excellence; concerns reveal opportunities. Every formal complaint is investigated thoroughly, documented fairly, and used to strengthen clinical and service standards across our hospital.

Open dialogue Fair process Continuous improvement

Compliments & suggestions

Share positive experiences or ideas for service enhancement. Messages are routed to clinical and administrative leaders and may be highlighted in staff recognition programmes.

Use email or our contact form with subject “Patient Compliment.”
Mention department, date of care, and staff names if known.

Formal complaints

Written complaints trigger a structured review: acknowledgement, fact-finding, clinical record analysis, and proportionate response within defined timelines.

Include your name, contact information, and dates of service.
Describe events factually; attach supporting documents if available.

Principles

Dignity, confidentiality, and resolution

Patients and families deserve timely acknowledgement and transparent communication during complaint review. Where findings warrant improvement, corrective actions are monitored until closure and shared at aggregate level for organisational learning—never in a way that breaches confidentiality.

“Feedback is a clinical governance asset. We treat it with the same seriousness as we treat laboratory critical values.”

Complaint pathway

What happens after you write to us

Acknowledgement

You receive confirmation that your complaint is logged and assigned to a patient experience officer.
Investigation

Relevant records are reviewed and responsible clinicians may provide statements under confidentiality safeguards.
Response

You receive a written summary of findings, apologies where appropriate, and remedial actions taken or planned.
Follow-through

Improvement tasks are tracked through governance committees to prevent recurrence.