Learning from complaints
The way complaints have been handled and managed at The Royal London Hospital was the focus of a recent visit by the national Parliamentary and Health Service Ombudsman (PHSO).
Paula Sussex along with the PHSO CEO, Rebecca Hilsenrath, visited the hospital in Whitechapel on September 30 to learn about the types of complaints we receive, the way they are handled, and we are making positive change from any learnings.
Our teams also spoke about how a new complaints training package was embedded and which was shortlisted for a 2024 Picker Network Award.
Tristan Kerr, Director of Nursing and Governance at The Royal London Hospital, said: “We are proud of how we are working to quickly act on feedback, in order to improve overall experience of the hospital, and it is fantastic to be able to showcase this work to the Parliamentary and Health Service Ombudsman.
“Patient care is at the centre of what we do, and the smallest adjustments and changes can make a huge difference.”
The team from the PHSO also visited a sensory room in the paediatric emergency department which was introduced for autistic patients and their families. The area – which aims to create a calm environment – was the first in London to be accredited by the National Autistic Society.
Paula added: “It is a pleasure to see first-hand, at the Royal London Hospital, how complaints can help improve the way patients and families receive care, when managed effectively.
“PHSO provides independent complaints handling, but it has an important role to play in highlighting systemic issues and uplifting public services.
"It is vital that we work directly with organisations to understand where their challenges lie and how we can support them to improve public services. Seeing how things work on the ground will improve our collaborative engagement with trusts and other bodies.”