Making a difference

How your complaints make a difference

We understand that making a complaint can seem daunting, but we try to make it as easy for you as possible. We also understand that people may often wonder whether it is worth complaining and what difference it makes. At C&I we are committed to using the feedback that we get from your concerns and complaints to improve our services and learn lessons. If your complaint is upheld, you should expect a full apology from us and an explanation of why things went wrong. You should also expect us to let you know what actions will be taken to stop the same thing happening again, either to yourself or other service users.

Here are some recent examples of service improvements that have been made as the result of complaints:
  • Following concerns about answerphone messages not being up to date, posters have been displayed giving clear instructions for staff about how to update their messages.
  • Staff have been reminded that next of kin details must be entered in the appropriate section of the electronic records system so that they are easily accessible in the event of an incident.
  • Processes and staffing have been reviewed within teams where there were long waits for medical reviews, with the aim of reducing waiting times.
The Trust has a survey to monitor satisfaction levels with our complaints process and to identify ways in which it can be improved. This is a confidential survey. If you make a formal complaint you can expect to receive one of these forms. We are grateful to you for completing and returning it to help us to learn and improve.

Contact  the Advice and Complaints Service

Phone number: 020 3317 7102

Email address:

You can write to us at the address below:

Advice and Complaints Service Camden and Islington NHS Foundation Trust, St Pancras Hospital, 4 St Pancras Way, London NW1 0PE

If you need the support of an interpreter to tell us about your concerns or you have a hearing or visual impairment please contact us and we will make appropriate arrangements.

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