Making a Complaint

We are committed to providing you with an accessible, fair and effective means by which you can express your views about the service you have received at this hospital.

Complaints provide a valuable and important source of feedback, to which we are committed to listening and acting upon. They provide an opportunity for us to examine our services and clinical practices and ensure the quality of services we offer to all our patients.

How to make a complaint

Should you wish to make a complaint about any aspect of the service you have received you may do so verbally or in writing to any member of staff whilst you are in hospital. Verbal complaints must be confirmed in writing and the staff will be happy to assist you with this should you wish.

All members of staff will do their best to resolve any difficulties you may have as promptly as possible.

Should you wish to complain following your discharge from hospital you should address your letter of complaint to the Hospital Director at Sancta Maria Hospital, Ffynone Road, Swansea, SA1 6DF

What happens next?

You can expect your written complaint to be acknowledged within two working days with a full response to follow within twenty working days. If the full response is likely to be delayed, for legitimate reasons, beyond the twentieth working day, you will be kept informed by letter, detailing the reason for the delay.

Our commitment to you

We endeavour to answer all complaints in a confidential but open and honest way. We will embrace the opportunity to listen to the complainant; rectify the problem; reduce the likelihood of future occurrence; and ensure we learn from the experience. We will provide you with a full written response which will address all the matters which you raise.

What to do if you remain dissatisfied with our response

If you remain dissatisfied with the hospital's efforts to resolve your complaint then you may, within twenty working days of receiving the full response, direct your complaint to the Executive Director at our Head Office.

You should write to:

Executive Director, The Hospital Management Trust, 14 Queen Anne's Gate, London, SW1H 9AA

Your letter should detail why you remain dissatisfied and which matters remain unresolved or outstanding.

What else can you do if you remain dissatisfied?

You may, at any time, address your concerns to Healthcare Inspectorate Wales (HIW), the regulatory body which will undertake an independent review of complaints. HIW will send a letter of acknowledgement to you when they receive your correspondence. An initial review will then be carried out to determine whether or not it is possible or appropriate for your complaint to be looked at further. Your complaint may then go to an investigation or a panel depending on its nature.

Further details about the HIW and their process for dealing with complaints about healthcare can be found on their web site at http://www.hiw.org.uk.

You should address correspondence to:
Health Inspectorate Wales (HIW), Bevan House, Unit 3C, Business Park, Van Road, Caerphilly, CF82 3ED .

This guide is aimed at providing a useful summary of our policy for managing complaints at this hospital.

A full copy of our policy is available upon request from any member of staff.