Complaints

We are committed to providing the best possible care for our patients but we know that sometimes things go wrong. If you feel that the treatment or service you received fell short of your expectations or you have cause for concern, please let us know. We take all complaints very seriously, treat them confidentially, investigate each one individually and endeavour to respond as quickly as possible. We acknowledge the importance of complaints and use them as an opportunity to learn how to improve our services and all aspects of the patient experience.

You can make a complaint either:

By letter

Address your letter to:

The complaints manager
Moorfields Eye Hospital NHS Foundation Trust
162 City Road
London
EC1V 2PD

Please provide as much information as you can, including your full name and address and, if possible, your hospital number. Your letter should include a description of what happened, including dates and names if you have them.

Try to be clear about what you would like addressed. It is often useful to number or bullet point the questions you would like us to answer so that can be sure we are answering all your questions. You might also wish to suggest the outcome you would like to see eg a change in procedures, an apology, an explanation, a meeting etc.

By email

Please send your email to moorfields.pals@nhs.net.

Please state whether you would like us to correspond by email or letter. If email, we will reply via a simple encryption service which will ask you to sign in. This ensures that our correspondence with you is secure.

If you need independent advice or help with your complaint at any stage (including writing letters or accompanying you to meetings), the NHS Complaints Advocacy can provide free advice and support. You can contact them on 0300 3305454 or www.nhscomplaintsadvocacy.org

By telephone

If you would rather speak to somebody about your issue, please call the PALS team on 020 7566 2324 or 020 7566 2325. 

In person

You can visit the complaints manager in the PALS office which can be found on the ground floor of our City Road site between 9am and 5pm. If you are at one of Moorfields' satellite sites, please ask to speak to the clinic manager who will ask the complaints manager to contact you.

Try to make your complaint as soon as possible. This makes it easier for everyone involved to recall what happened and investigate more effectively. You should normally make your complaint within 12 months of the event(s) taking place.

If you are complaining on behalf of a relative or friend, we will need their permission and the complaints manager will contact you to discuss the simple process for obtaining this. Should the person you are complaining on behalf of not be in a position to give their permission, please let the complaints manager know.

Local resolution process

Stage 1 - Acknowledgement
When your complaint is received and it is agreed that it will follow the formal complaints process, you will receive a letter of acknowledgement which is sent within three working days of  your  complaint being received.
The Complaint Manager will also try to contact you be telephone to clarify any issues and ensure we understand what you would like investigated.

Stage 2 - The investigation
Your complaint will be sent to a senior manager for investigation. This might include speaking to staff, asking for statements, reviewing your records or other paperwork. They will pull everything together so that a response addressing your concerns can be written.

Please note: No mention of you complaint will ever be recorded in your medical record. All details relating to your complaint are kept separately by the complaints department.

Stage 3 - The response

Once the complaints manager has completed the response, this is reviewed by the Medical Director (if there is a clinical issue) and the Chief Executive of Moorfields, who will sign the response, in the form of a letter addressed to you, which we try to ensure is sent to you within 25 working days from first receipt of your complaint .  Some complaints can be dealt with more quickly, but more complex issues can take longer to resolve. If the investigation is delayed we will write or telephone to keep you informed of progress and you can of course, call us any time to be updated with the progress of your complaint.

Stage 4 - Outstanding concerns
We hope that the written response from the Chief Executive will answer all your concerns satisfactorily. If it doesn't, please let us know and we will try to address any outstanding issues or arrange a meeting if you wish..

We will make every effort to ensure that all your concerns are resolved, but if you are not completely satisfied there is another stage to take things further.

Independent review

If you are dissatisfied with the outcome of the local resolution process, you are entitled to go to the second stage of the NHS complaints procedure and request that your complaint is considered by the Parliamentary and Health Service Ombudsman for England  (PHSO)  . You can contact the Health Service Ombudsman by writing to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
London SW1P 4QP

Telephone: 0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

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