When things have gone well

Each and every day, services across the NHS provide high quality treatment and care, sometimes in difficult circumstances. Where excellent quality of service has been given, you may feel that you want to thank a member of staff or tell somebody else how pleased you are. All too often those positive experiences of healthcare are overlooked, so we would be very happy to hear from you. We will record your comments and pass them on to the relevant departments or services. This, in turn, may result in individual members of staff receiving awards for having given excellent service.

Compliments or thanks may, of course, be made direct to those people who have helped you. Alternatively, please contact PALS, the Patient Advice and Liaison Service (see below).

When things have not gone so well

We welcome ALL feedback, as your experiences help us to know how you want things to be done. Complaints are very valuable to us, as they can result in real improvements to services.

If you have concerns about your NHS care or treatment, you should first speak to someone involved in your care (such as a doctor or nurse). In many cases, problems may be sorted there and then. If you remain dissatisfied or if it is difficult for you to speak directly with that person, you have a right to take the matter up with us. We will offer to look into it and contact the service on your behalf. If we are able to resolve the difficulty informally, we will do so. If the matter cannot be resolved in this way, it may be appropriate for it to be dealt with in a more formal way. This may mean that we ask you to put your complaint in writing. A letter of complaint should be sent EITHER to the service in question OR direct to us at the PCT. You should not complain in writing to both.

Making a complaint will not put your care at risk.

More information:

Contact us

Phone:

Patient Advice and Liaison Service (PALS)

PALS is operated by the PCT and provides free information, advice and support and will also help you to give compliments or to make complaints. The service is normally available from 9am to 5pm, Monday to Friday. 0121 255 0707

Write to:

Complaints Manager
Birmingham and Solihull NHS
3rd Floor
Friars Gate
Stratford Road
Solihull
West Midlands
B90 4BN
Tel: 0121 713 8799 / 8783

Independent Complaints Advocacy Service

Free and impartial advice and support on making a complaint about NHS services. Provided by POhWER, an organisation independent from the NHS.

Tel: 0300 456 2370
www.pohwer.net/how_we_can_help/independent.html

National NHS Complaints Procedure

www.nhs.uk/choiceintheNHS/Rightsandpledges/complaints/Pages/NHScomplaints.aspx

The Parliamentary and Health Service Ombudsman

www.ombudsman.org.uk/