Complaints and concerns
If you have a concern about your care, or the care of a relative, we want to hear from you. Your feedback – both positive and negative – helps us improve the care we provide to you, your loved ones and future patients.
Your care will never be affected
Raising a concern or making a complaint will not affect your care in any way.
Your complaint is recorded securely and kept separate from your clinical records.
We're listening
We want to resolve issues as quickly as possible. In most cases, concerns can be addressed straight away by speaking to a member of staff.
You may wish to contact the Patient Advice and Liaison Service (PALS), who may be able to assist you. Complete the online PALS form.
Steps to raise a concern
- Speak to the nurse, therapist or healthcare professional in charge of your ward or department.
- If you feel your concerns have not been resolved, ask to speak to the area Matron or manager.
Advocacy support
If you need help to make a complaint or to have your voice heard, you can contact an independent advocacy service.
Havering residents
Havering Integrated Advocacy Service
Email: havering.advocacy@mithn.org.uk
Barking, Dagenham and Redbridge residents
Independent Health Complaints Advocacy Service (IHCAS)
Email: pohwer@pohwer.net
Contact us
If you would prefer to raise your concern in writing, you can contact us in the following ways.
By post
Complaints Department
Queen's Hospital
Main Atrium
Rom Valley Way
Romford
RM7 0AG
By telephone
01708 435 032
Monday to Friday, 9am to 5pm
Online
Complete our online complaints form.
Things to remember
- Please raise concerns as soon as possible, ideally within 12 months of the event. If we are unable to investigate because the complaint is outside this timeframe, we will let you know.
- Provide as much information as you can, including your name, address and hospital number.
- Using clear headings, bullet points or a timeline of events will help us investigate your concern effectively.
What we cannot investigate
Our complaints process cannot consider:
- Disciplinary matters (for example, staff dismissal or professional registration action).
- Private healthcare, unless NHS-funded.
We also cannot investigate complaints about:
- GP services – please contact your GP practice directly.
- Dental services – please contact your dental practice directly.
- Urgent Care Centres at Queen's Hospital or King George Hospital (run by PELC).
PELC contact details
Telephone: 020 8911 1130
Email: pelc.feedback@nhs.net
Stage one of the complaints process
When a complaint is received:
- We will acknowledge it within three working days.
- We will contact you to agree the key issues to investigate.
- We will carry out a thorough investigation.
- You will receive a written response explaining:
- What happened.
- Our findings.
- Any actions taken to prevent it happening again.
- We can offer a local resolution meeting with relevant staff to discuss your concerns.
If there are any delays, your complaint coordinator will keep you informed.
Stage two of the complaints process
If you are not satisfied with our response, you can request an independent review from the Parliamentary and Health Service Ombudsman (PHSO).
Website: Parliamentary and Health Service Ombudsman
Email: phso.enquiries@ombudsman.org.uk
Telephone: 0345 015 4033