Concerns and Complaints

We are sorry that you have not been completely satisfied with the care you or a family member received at our hospitals.

To help resolve your concerns as quickly as possible, please speak to a senior member of staff or a matron.  We also have a patient advice and liaison service (PALS team) who can provide you with advice and support.  They will also help you raise any concerns with our staff should you wish them to help you in that way; they can also help advise you if you decide to make a formal complaint – see below for how to do this.

Listed below are two helpful resources – an information leaflet on raising concerns and complaints with the Trust, as well as our current policy on handling complaints and concerns:

Our information leaflet on how to make comments and complaints

Our information leaflet on how to make comments and complaints (easy read)

The Trust’s complaints and concerns policy


How do I make a formal complaint?

If you are not happy with the response from our staff, or all of your concerns have not been addressed, please make an official complaint to the Trust.  To so this, you will need to write to our chief executive, Nick Carver at the address below.

Nick Carver
Chief Executive
East and North Hertfordshire NHS Trust
Lister Hospital
Coreys Mill Lane

Alternatively, you can email:


Parliamentary and Health Service Ombudsman (PHSO)

If you make a formal complaint and are not satisfied with our response, you can discuss your concerns with the Parliamentary and Health Service Ombudsman. Write to:

Parliamentary and Health Service Ombudsman
Millbank Tower

Alternatively you can call the PHSO complaints helpline on 0345 015 4033 or email them at

Patients & Visitors