We want to make it easy for you to tell us about any concerns that you have so we can do our best to resolve them as soon as possible and use your feedback to improve the way we do things in the future.

Our complaints procedure is flexible depending on what you are looking for when you complain and how we can best resolve the issues raised.

How to make a complaint

Speak to a member of staff

Most issues and concerns can be sorted out straight away just by talking to the person looking after you or your loved one, such as a doctor, nurse, or therapist.

If you are not happy doing this, or you have tried and are not satisfied with the response, then ask to speak to the person in charge of the ward, department, or service.

You can also talk to our Patient Advice and Liaison Service (PALS) who can help raise your concern with the right people.

There is no need to worry that telling staff of your concerns will affect your care – they would rather know that you have a problem so they can put things right.

Telephone us

If you wish to make a formal complaint, you can call the Complaints office directly to discuss the best option for you or click here for our complaints leaflet.

Tel: 01908 996260.

Write in

Alternatively, you can make a formal complaint in writing.

Email: [email protected]
Post: The Chief Executive
Milton Keynes University Hospital
Standing Way
Milton Keynes

Help in making a complaint

For help on what to write in your letter of complaint and to read more about your rights and what to expect when making a complaint, click here.

Anyone making a complaint about NHS treatment or care is entitled to the support of an advocate.

Click here to find out more about the support available and how to contact your local advocacy service.

Am information leaflet on making a complaint is available here.

Complaints Survey

We would like to know how it was for you when you made a complaint to Milton Keynes University Hospital.

At the conclusion of the complaints process a questionnaire will be sent to you, so that we can better understand your experience of the process and made any necessary changes to support patients and families when raising concerns.

If you have any questions about participating in the survey, would like to opt out, or if you would like to complete the questionnaire over the telephone or with the help of an interpreter, please discuss this with your allocated complaints officer, or telephone  01908 996 260 or email [email protected].

Click here to complete the complaints survey.

The Parliamentary Health Service Ombudsman (PHSO)

Approaching the PHSO is the final stage for unresolved complaints. They would normally expect you to raise your complaint through the Trust’s complaints process in the first instance. This is so that we have the opportunity to look into your concerns and, where needed, put things right for you or a loved one. If you have reached the end of the complaints process, and remain unhappy with the organisation’s response and decision, you can approach the PHSO. If appropriate, they will investigate, to reach a final and fair decision.

If you would like to review complaints about NHS organisations that have been investigated by the PHSO, as well as any recommendations made please click here.

Last Modified: 2:42pm 24/01/2024

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