Appreciation, Concerns or Complaints
Walsall Healthcare NHS Trust recognises the importance of your experience as a patient and those of your friends and family. We aim to listen to you, respond in a timely way and learn from you to help improve our services.
The Trust offers advice and support for both patients and visitors. Here you will find information on these services and how to access them, and also ways you can get involved to help make improvements.
Any concerns/complaints raised will not in any way prejudice treatment or care provided by the Trust. If you feel this to be the case then please do not hesitate to contact us and let us know your concerns.
and Board Papers
If you have Questions or Concerns:
Always speak to ward or clinic staff if you:
- Have any queries
- Are unhappy or concerned with an aspect of the trusts services.
Most often, our staff can deal with your enquiry straight away. If you feel they cannot help or you do not wish to speak to them you can contact the Patient Relations service.
Click here to download the Complaints and Concerns policy
Click here to download the Interpreter policy
Patient Relations will:
- Help answer your questions about the Trust and your healthcare
- Provide impartial information on a range of issues
- Offer advice and support if you feel things have not gone as planned
- Respond to your queries and concerns
- Aim to propose resolutions to meet your needs and those of your families and carers
- Listen to your suggestions for service improvement
- Provide information and advice on Trust services
- Inform you of the formal complaints procedure and help you to get independent advice and support
- Help the organisation learn from patients experiences and comments
We promise to:
- contact you in two working days of your request,
- advise you on the options available and help you resolve your concerns,
- deal with your concerns in confidence and only pass on information to other departments with your permission,
- keep you regularly informed of the progress of any action you ask us to take on your behalf,
- ensure that all your needs are met and that you receive a high quality of service
Making a Complaint
If you feel you wish to take your concerns further or you would prefer to make a formal complaint you can do this in writing to:
The Chief Executive
Walsall Healthcare NHS Trust
What will happen following receipt of your complaint:
You will receive a written acknowledgement within three working days and may also receive a telephone call to discuss how you would like your complaint to be resolved.
If you would like someone form an independent organisation to help you with your formal complaint and feel it would be helpful, you can contact the NHS Complaints Advocacy Service. This service is open to all Walsall residents and is for advice and assistance with your complaint. They can be contacted on 0300 456 2370 or email@example.com.
We aim to respond in full to all complaints within a 30 working day time frame (six weeks from the date we receive it), if for some reason we cannot achieve this date we will keep you informed and explain the reason why.
How to find us:
Patient Relations - PALS & Complaints office is located on Route 102 opposite the Costa Coffee café at the Manor Hospital's Pleck Road entrance. However for all face to face enquiries please visit the ‘Purple Hub’ which is located opposite Route 003 in the outpatient and diagnostic centre.
We are open Monday to Friday from 9am to 5pm. For face to face enquiries – the Hub can be visited between the hours of 9.00am and 4.00pm.
Outside of our operational hours please feel free to leave a message on our answer phone. We will return your call as quickly as possible.
Please note we are not open on Bank Holidays.
If you need help and English is not your first language
The Together Our Health Linkworkers team provide an interpreting service for patients who do not speak English. They are able to provide interpreting and translation services where necessary. The interpreting service can be contacted Monday to Friday between 9am and 5pm by telephone on 07920537710. You can also email the team on firstname.lastname@example.org
Health Service Ombudsman - If you have contacted the Patient Relations Team and either PALS or Complaints have been unable to resolve your issue to satisfaction, then you can ask the Health or Local Government Ombudsmen to review the matter.
If the issue is about an NHS service than you can contact the Health Service Ombudsman by visiting www.ombudsman.org.uk or calling the helpline on 0345 015 4033 or in writing to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.
If an issue is about an adult social care service the person complaining can contact the Local Government Ombudsman by visiting www.lgo.org.uk or calling the helpline 0845 602 1983 or in writing to The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH