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Complaints

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, and 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; raise a concern; or give a compliment.

 

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.

 

Complaints

If you have not been able to resolve your issue on the ward or with our PALS team you may contact us. Your complaint should be in writing (in letter or email) and outline any concerns you want addressing with as much detail as possible.

We work hard to give the highest standards of care but sometimes 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 are an outpatient, please ask the staff at any reception area to put you in touch with the member of staff you need to talk to.

I hope that the above information is helpful in answering your concerns. If you are not happy with how we have dealt with your complaint, please contact me again. Following this, if you would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. They make final decisions on complaints about the NHS that have not been resolved. Their service is free and independent of government. You can complain to them directly online (if you have an electronic version of this letter, by clicking on this link), via their website at www.ombudsman.org.uk/make-a-complaint or on the telephone: 0345 015 4033; their postal details are included in the complaints leaflet, which was previously sent to you.

Contacting complaints

Visit you can visit us at the complaints office from Monday to Friday between 10.00 – 13.00 and 14.00 – 15.30.

Phone us on 01234 792680. 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 us at complaints@bedfordhospital.nhs.uk

Write to us using the following address:

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

 

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.