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Royal Brompton & Harefield NHS Foundation Trust
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Patient advice and liaison service (PALS)

Handling complaints more effectively

Your views are important to us


We understand that clinical care, safety and experience of care are important to you. If you feel that you are not satisfied with the service you have received, you can talk to someone in our PALS team.


We value all your feedback, including complaints. If we receive a formal complaint, a senior member of staff will carry out a thorough investigation. We also put measures in place to ensure we learn from the situation, improve what we do and try to avoid the same from happening again.


The following six principles, published by the Parliamentary and Health Service Ombudsman (PHSO), are central to the way in which we handle complaints:


  • getting it right

  • being customer focused

  • being open and accountable

  • acting fairly and proportionately

  • putting things right

  • seeking continuous improvement

How we managed complaints in 2014/15


In 2014/15, the Trust received 99 complaints – a 10 per cent increase from the previous year. Here is a breakdown of the complaints we have received:


  • 37 complaints made at Harefield Hospital 
  • 61 complaints made at Royal Brompton Hospital 
  • 56 complaints asked about clinical care
  • 16 complaints were about delays and cancellations 
  • 86 per cent of complaints were resolved within the 25-day national performance target
  • 15 complaints were resolved informally following a phone call from the manager
  • two complaints went to the Parliamentary Service Health Ombudsman (PSHO)

Royal Brompton

Sydney Street,
London SW3 6NP
Tel: +44 (0)20 7352 8121


For more information, contact PALS


Royal Brompton Hospital

Tel: 020 7349 7715


Harefield Hospital

Tel: 01895 826 572


Monday to Friday , 9am to 4pm


Email: pals@rbht.nhs.uk