Aston University Day Hospital welcomes comments, suggestions and complaints from patients and their families. In some cases there may be complaints and you are encouraged to use our complaints procedure for any matters that are of concern to you. The hospital’s Complaints Policy and Procedure is available on request from any hospital manager. All complaints are taken seriously and provide an opportunity to see how our services can be improved.

If a patient feels disappointed with any part of our service they are advised to speak to the Registered Manager to discuss their concerns. A member of staff will assist in contacting her for you. Alternatively, if you would like to speak to her directly please telephone 0121 204 3800.

If the complaint is of a serious nature it should be put in writing and sent to the Registered Manager, Aston University Day Hospital, Aston Triangle, Birmingham B4 7ET. The complaint will be acknowledged within two working days and a detailed response will be sent within twenty days.

If a patient is not happy with the response received then a further letter of complaint can be sent to the Managing Director, Aston University Day Hospital, Aston Triangle, Birmingham B4 7ET. The complaint will be acknowledged within two working days and a detailed response will be sent within twenty days.

In the unlikely event that we are unable to resolve your complaint, you will be advised on how to take the matter forward to the adjudication process operated independently by the Independent Healthcare Advisory Services. Complaints can be sent to: Independent Healthcare Advisory Services, Centre Point, 103 New Oxford Road, London WC1A 1DU or telephone 0207 379 8598.

If your complaint relates to an aspect of NHS treatment carried out at the hospital we would like the opportunity to investigate and resolve your complaint. However, you can request at any time that your complaint is handled under the NHS complaints procedure. Your local NHS complaints manager will be given on request.

You can also complain directly to the Care Quality Commission at:

West Midlands Region
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

General enquiries: 03000 616161
Fax: 03000 616172
Healthcare email: central@cqc.org.uk
Website: www.cqc.org.uk

All complaints received are systematically recorded and reviewed regularly to ensure a high standard of care is maintained.