Service User Feedback and Complaints Policy

HSL is committed to service excellence and enthusiastic about continuous improvement. We welcome feedback on the service from our users, which can be forwarded to hsl@hslpathology.com. Patient feedback can be made to the test-requesting clinician or the Hospital Patient Advice and Liaison Service (PALS).

Where a doctor or patient needs to raise a complaint about service levels, they should contact Cyril Taylor, Laboratory Service Compliance Director, on hsl@hslpathology.com, giving details of the complaint and requesting that this be investigated.

The information forwarded will be treated as confidential and investigated by the above person. This process will link into the Quality Management Procedures for incident investigation and subsequent corrective and preventative actions will be introduced where needed.

The initial complaint will be acknowledged within 3 working days and the investigation, and any follow up actions will be completed within 30 days.

Internally, any complaints received will be shared and discussed at Executive Director level where appropriate, as it is the intention of HSL to provide unsurpassed excellence of service.