We want you to have an outstanding experience every time you come to our hospital, however we acknowledge that you may have concerns and require further information or support.
Key contact details for you to refer to are:
- Main switchboard: 01279 444455
- To change an outpatients’ appointment, please call 01279 827391
- To contact the maternity team if you are in labour, please call 01279 444455 and enter extension x 2144
- If you are contacting us because of an urgent clinical concern, please consider if your GP, 111 or your local A&E (ED) would be best placed to support you
How to give a compliment, raise a concern, or make a complaint
Patient Advice and Liaison Service (PALS)
If you are concerned about the care of a patient who is currently in one of our hospitals, please speak to the nurse in charge of the ward in the first instance or ask to speak to the matron.
For further confidential advice, support and information, please contact our Patient Advice and Liaison Service (PALS) via this link or 01279 827211. Every effort will be made to respond as soon as possible.
If your enquiry relates to an outpatient appointment, please call the outpatient booking line on 01279 827391. PALS are unable to book, cancel or change appointments.
All car parking issues should be directed to [email protected]
Complaints
If you would like to make a formal complaint, please contact our Complaints Service on [email protected] or 01279 827084. Every effort will be made to acknowledge receipt within three working days.
- We will acknowledge your complaint within three working days
- We will explain everything you need to know about the complaints process
- We can help plan next steps in getting your complaint resolved
- We will talk to senior staff or managers on your behalf and arrange a meeting for you
- We will aim to respond in writing or meet with you within 60 working days. If we cannot do so due to the complexity of the case, we will keep you informed and give you a new date for us to respond.
- We can refer you to external organisations including the Independent Complaints Advocacy Service (ICAS) or the Parliamentary and Health Service Ombudsman (PHSO)
Compliments
If you would like to compliment a member of staff, a team or one of our services, please contact [email protected] or 01279 827211.
Requests for medical information
Requests for the following must be made through the Medico Legal Department, who can guide you through the process:
- Medical notes
- Admission information
- Maternity notes
- X-rays (radiology procedures)
- Insurance requests
You can contact the Medico Legal Department:
- By post: Medico Legal Department (Health Records), The Princess Alexandra Hospital NHS Trust, Hamstel Road, Harlow, Essex, CM20 1QX
- By email: [email protected]
- By telephone: 01279 827341