[Margaret Pilkington]

When you write a letter of complaint it has to be acknowledged within a couple of days and then the complaints procedure has to be set in motion in 5-7 working days and the complainant has to be kept informed of the progress of the investigation......this can be done by letter initially and then usually face to face meetings are convened.....in your case it would have been at your home address becase of your medical condition.
But you have to make sure that the written complaint goes to the complaints department.......although when I was working at the hospital we even made note of verbal compalints and acted on those as if they were written complaints....we had to maintain a log of complaints and also the action that was taken to redress the complaint, and we had to document the outcome.......our department had a patient information board on view, which listed the level of complaints, the actions taken, and which complaints were resolved.

I should perhaps state at this point, that I no longer have any dealings or contact with the hospital in question as I am now (happily) retired.