Raise a concern

At Great Ormond Street Hospital (GOSH), we put children at the heart of everything we do. Our aim is to help your child to achieve as much as they can and have as good a quality of life as possible. However, we know that sometimes things go wrong and we do not get it right. Understanding your experiences can help us to see things that we may miss as members of staff.

Many concerns are caused by a misunderstanding or poor communication, so we may be able to sort things out quickly and informally.

In the first instance, we suggest that you talk to the person in charge of the area – each ward and department has a poster giving the name of the person in charge and how to contact them. They will listen to your concerns and see what they can do to address them.

If you would rather talk to someone outside of the ward/ clinic, you can visit the Pals Office in the main reception area. The Pals team can offer independent advice and support, working with you to sort out a problem along with members of staff in the relevant area.  You can also telephone them on 020 7829 7862 or email pals@gosh.nhs.uk

If you have additional needs, we can help you to raise a concern or make a complaint – if you need an interpreter, for instance, or support to write things down, we can help – just tell us. Our information is available in an Easy Read format, as well as in languages other than English. 

You can also raise concerns about any health or social care organisation with the Care Quality Commission (CQC). They do not investigate individual concerns or complaints but they make sure that the care given in hospitals and other health or social care services meets government standards for quality and safety. The CQC is the independent regulator for all health and social care services in the UK. Their job is to make sure that the care given in hospitals and other health or social care services meets government standards for quality and safety. You can raise a concern through their website by searching for the organisation and then completing an online form. You can also call the CQC National Customer Service Centre on 03000 616161. More information is available on their website at www.cqc.org.uk/public