Complaint taken to Ombudsman after internal delay

A complainant has gone to the Parliamentary and Health Service Ombudsman (PHSO) after a delay in dealing with their letter, which was found to have been sent to a different Trust department and not passed to the patient services team for some time.

This internal delay led the complainant to forward their letter to the PHSO for investigation, who have agreed to allow the Trust to complete a further investigation and meet with the complainant. If the complainant remains unhappy, they may revert to the PHSO.

Please remember that all complaints should be sent to patient services as soon as they are received so that the Trust’s complaints policy of investigating within 25 working days can be completed.

All complaint and thank you letters should be sent to the Bedford office (Hammond Road, Bedford, MK41 0RG) or emailed to eoeasnt.feedback@nhs.net.

Published 11th June 2015