Complaints against West Herts Hospital Trust soar by over 50%
The Trust looks after three hospitals in the region.
Figures show complaints against a hospital trust in Hertfordshire rose by 52% last year.
West Herts Teaching NHS Trust looks after three hospitals in the region - Watford General Hospital, St Albans City Hospital and Hemel Hempstead Hospital.
The trust’s Patient Advice and Liaison Service (PALS) recorded 269 complaints from April 1 to September 30, 2025, an increase of 52% compared to the same period in 2024.
According to a report from chief nurse Kelly McGovern submitted to the trust’s board meeting last week, “attitude and behaviour of staff is the highest theme for complaints received,” accounting for 154 complaints.
Complaints included one new mother who cited poor communication, saying: “No one explained what was happening with the baby while they were in theatre and when the baby was taken to a special care baby unit."
Another partially upheld complaint was focused on poor staff attitudes, claiming: “Staff were dismissive, did not handle the patient properly, and made them feel belittled and humiliated.”
It was noted that patients’ contact with the PALS service had increased to 1,931 over the period, up 1,404 from the previous year.
Although 269 complaints were lodged, 272 “compliments” were received during the same period, mentioning staff’s “kindness, compassion, commitment and going the extra mile”.
A West Herts Teaching Hospitals NHS Trust spokesman said: “Listening to and learning from our patients remains central to improving their experience and the care we provide. Over the last six months, the trust received 269 complaints out of 440,000 visits to our hospitals.
“The number of complaints from April 1, 2025, to September 2025 reflects the increase in patient contact with our Patient Advice and Liaison Service (PALS), with an increase of 1,404 patient contacts during the same period.
“Complaints range from issues such as coordination of clinical treatment, lack of clear communication or explanation, failed discharge, wording of letters, lost property, and staff behaviour.
“The PALS service works with patients, relatives, or carers to resolve concerns in the first instance, avoiding the need to engage in a formal complaint process.
“The trust ensures robust governance in monitoring compliance with statutory requirements, the effectiveness of local resolution processes, and that lessons are learned from patient experiences across the organisation to improve the quality, safety, and compassion of care while ensuring that patient voices are influencing service quality, safety, and the overall patient experience.”