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We aim to provide the highest quality care to all our patients, and comments and suggestions from patients, relatives and the public are used to improve our services and are published in the Annual Report, PALS reports and in Board papers.

We aim to resolve any problems as they occur and to take note of your comments and suggestions for improvement. All clinical and administrative staff receive formal training on how to deal with suggestions or complaints at induction, and our Patient Advice and Liaison Service (PALS) is responsible for dealing with suggestions and informal complaints.

Service developments resulting from comments and complaints are reported within Clinical Governance reports.

The Annual Report details the service improvements undertaken during the year resulting from complaints.

Information leaflets for patients or members of the public seeking to make a formal complaint are available in all ward areas, in the Homerton Health Shop and from the Complaints and Legal Services Department.

Translations into the community languages most used in East London explain how to gain further information about making a complaint in other languages.