How to make a complaint
How to make a complaint
- Download our complaint form and post to us once completed or email (see contact details below)
- Request a copy of the form from Patient Advice and Liasion Service (PALS) by telephone or in person (see contact and location details below)
- Write to the Chief Executive, University Hospitals of Derby and Burton, Royal Derby Hospital, Uttoxeter Road, Derby, DE22 3NE
Writing your formal complaint
- Ideally you should make your complaint as soon as possible and within 12 months of an issue occurring
- Provide as much information as possible, including your name, address and contact details, the names of any staff, ward numbers, clinics or departments involved and, if possible, your hospital or NHS number
- It would help if you could identify the specific points and questions you would like addressed
- If you are raising a concern on behalf of another person, we will need to seek consent to share their information with you, even if that person has sadly died
NHS Complaints Advocacy
An advocate, independent of the NHS, can help you with your complaint by providing support at any stage of the process by:
- Helping to complete a complaint form or letter
- Attending meetings with you
- Review any information you are given
Advocates may be contacted as follows:
- Derby city area: Derby Citizens Advice and Law Centre, 01332 295 711 or via their website www.oneadvocacyderby.org
- Derbyshire area: Derbyshire Mind, 01332 623 732 or via email, advocacy@derbyshiremind.org.uk
- Staffordshire area: Total Voice, 01785 336 387, via email info@totalvoicestaffs.org or their website www.totalvoicestaffs.org
- Leicestershire area – POhWER, 03000 200 093 or via email: yourvoiceyourchoice@pohwer.net
- If you live outside of these areas: your local council or Healthwatch will be able to advise who your local advocacy provider is. Details of your local council may be found on the www.gov.uk website
Advice and Support Service
If you have any questions about your complaint or need further information, please contact the Complaints Team.
Royal Derby Hospital:
Office opening times: 9.00am to 5.00pm Monday to Friday
Telephone: 01332 787 257 / 01332 787 258
Email: dhft.complaintsteam@nhs.net
Queen’s Hospital Burton:
Office opening times: 9.00am to 4.30pm Monday to Friday
Telephone: 01283 593 112
Email: dhft.pals@nhs.net
Contact PALS - Queen's Hospital Burton, Sir Robert Peel and Samuel Johnson
The PALS office at Queen's Hospital Burton covers the following hospitals:
- Queen's Hospital Burton
- Samuel Johnson Community Hospital
- Sir Robert Peel Community Hospital
Address
Queen's Hospital Burton
Belvedere Road
Burton on Trent
Staffordshire
DE13 0RB
The office is open Monday to Friday, 9am to 4.30pm
Telephone
01283 593 110 or 01283 593 182
Please leave a voicemail outside of opening hours.
Contact PALS - Royal Derby Hospital and London Road Community Hospital
The PALS office at Royal Derby Hospital covers the following hospitals:
- Royal Derby Hospital
- London Road Community Hospital
Address
Royal Derby Hospital
Uttoxeter Road
Derby
DE22 8NE
The office is open Monday to Friday, 9.00am to 4.30pm and is located in the main entrance, opposite Costa Coffee.
Telephone
Office: 01332 785 156
Text: 07799 337 500
Please leave a voicemail outside of opening hours.