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Printed at: 04:32:12 / 20-01-2021

Complaints

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.

Communication regarding your loved one

As you are aware, with very few exceptions, visitors are not able to attend the hospital to see their relatives.

During these unprecedented times, as we are sure you can appreciate, every ward is extremely busy caring for our patients. Consequently, wards may not always be able to answer incoming telephone calls promptly.

From 13 January 2021, should you not be able to contact your loved one directly or get through to the ward, please call the Relatives Information Line on 01908 995963. This line has been specifically set up to support the ward areas and provide an additional method of contact for relatives needing information regarding their loved one.

If you call the Relatives Information Line, provided you are the named next of kin or we have your loved one’s permission to speak to you, we will take your details and those of the patient and arrange for a nurse to call you back with a general update.

The line is open, at present, Monday to Friday between the hours of 10.00am to 16.00pm.

Thank you.

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
Eaglestone
Milton Keynes
MK6 5LD

Help in making a complaint

For help on what to write in your letter of 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.

Complaints Survey

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

This questionnaire is for people who have recently made a complaint about Milton Keynes University Hospital. Help opting out (not doing the questionnaire) If you have any questions, 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 call 01908 996260 or email [email protected].

Click here to complete the complaints survey.

ComplaintsIn this section

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