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Giving the Trust your feedback

We hope the standard of treatment and quality of care, you or your loved one received at Bedford Hospital was high and we recognise that there is always room for improvement; it is through your feedback that we can improve.

We want to know what you think of our services and there are several ways you can get in touch for support and advice; raising a concern; or giving a compliment.

Compliments

We really value feedback about our staff and services and appreciate you taking the time to write to us. In addition to letting us know how we are doing, you can also leave feedback (anonymously if you wish) on the NHS Choices website. And you can Tweet us comments on @BedfordHospital too.

Inpatient stay

The quickest way to give us your feedback is to speak to a member of staff caring for you or your loved one. If you are staying in hospital, ask to speak to your ward sister or matron.

If you are not satisfied after speaking to the ward sister or matron you may contact the PALS (Patient Advice and Liaison Service) team. PALS is a free confidential service to support you in expressing your concerns, complaints or compliments. Where they are able to, PALS will work on your behalf to resolve your issue. You can contact the PALS team via:

Call: 01234 795814 (You may get an answering machine if the team is busy. Please leave a message and we will return your call as soon as we can)

Email: pals@bedfordhospital.nhs.uk

You can visit us in the office from Monday to Friday between 10.00 – 13.00 and 14.00 – 15.30.

Complaints

We work hard to give the highest standards of care but sometime things can go wrong. If this happens, we do all we can to put things right for you as quickly as possible and do our best to make sure the same thing doesn’t happen again.

If you have not been able to resolve your issue on the ward or with our PALS team, please do not hesitate to contact us. Complaints are readily received through all formats and you can share your complaint via the contact details below:

Call: 01234 792680

Email: complaints@bedfordhospital.nhs.uk

Or write to:

Complaints
Bedford Hospital NHS Trust
South Wing
Kempston Road
BEDFORD
MK42 9DJ
United Kingdom

Bedford Hospital NHS trust will always work closely with our colleagues to ensure your complaint is dealt with efficiently and sensitively.

If you require additional help and support during any part of the complaint process, you may wish to contact POhWER advocacy service. This service is free, independent and confidential.  To contact POhWER, the Independent Complaints Advocacy Service (ICAS), you can visit www.pohwer.net telephone 0300 456 2370

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Your complaint will be acknowledged within three working days, followed by an investigation and a full response sent to you in accordance with the NHS Complaints Regulations; alternatively, you may wish to meet with the relevant team members to talk about your complaint in person.

If you are not satisfied with the response to your complaint, please let us know so we can discuss this in more detail and take further action as necessary.

If you remain dissatisfied or wish to take the matter further you can contact the Parliamentary and Health Service Ombudsman. They will accept complaints only after a response has been received from the trust; they will then make the final decision on a complaint that has not been resolved. Their service is free and independent of government.

You can complain to them via:

www.ombudsman.org.uk/make-a-complaint

The Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk

Or telephone: 0345 015 4033

If you need any further information about health and social care services you can contact Healthwatch. Healthwatch provides a powerful voice locally to influence the delivery and design of services. You can contact them on:

info@healthwatch-centralbedfordhsire.org.uk telephone 0300 303 8554 for central Bedfordshire

or enquiries@healthwatchbedfordborough.co.uk telephone 01234 718018 for Bedford Borough

healthwatch